Customer Experience Management Software for Your Business

Automate your customer feedback with CEM software tools.

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Your customer service team, marketers and product developers all have one thing in common: the voice of the customer guides their decisions.

But what unifies these roles, from sales to support, can also divide them. Even though every team and department in your organisation knows they need to provide a great customer experience in order to gain loyal customers and stay competitive, it’s likely that they each have their own method of conducting customer research and managing customer feedback.

That’s why we built our customer experience management (CEM) software, which is designed to provide you with a solution for end-to-end customer care. Centralise how you collect customer feedback, manage customer service and analyse standard metrics to benchmark your progress and set goals:

Collect real-time website feedback via modal surveys

Set up auto-responses triggered by customer feedback

Nurture customer relationships with automated follow-up surveys

Manage and analyse feedback, all in one place

Get industry benchmarks to compare with the data you collect

What SurveyMonkey customer experience management software can do for your business

When you use our customer relationship management platform, your company benefits externally and internally. Everybody in your company is aligned when it comes to customer care – and this helps you present customers with a consistent brand experience that delivers on its promises for excellent customer service.

Centralise how you manage customer feedback

Want to collect real-time customer feedback via surveys, SMS communications, mobile app integrations and more? We’ve got you covered, so you never have to leave the conversation you’re having with customers. For example, set up an in-site trigger so that a customer who abandons their shopping basket without checking out can tell you why. Or send follow-up customer satisfaction surveys to work out what your customers actually care about and what is not really that important to them.

Provide excellent 24 hour customer service

Everybody on our customer experience management platform can access – and respond to – customer feedback night and day. SurveyMonkey has already gone mobile, so you can monitor incoming survey feedback on the go. And we’ll notify you as your results come in, so you never miss your opportunity to respond to a customer request again.

Get the website and product feedback you need to stay competitive

Streamline how you run all of your user research studies with market research surveys that are designed to gain consumer insights into your product, service or website. Make sure your website is intuitive and optimised for a great user experience – and follow up with a customer after a purchase to ask what they did or didn’t like about your product. You can even send concept testing surveys to your target market – so consumers can help you choose winning copy and design for your ads, logos and landing pages.

Make sure your employees are engaged and aligned on company-wide goals

You’re collecting feedback about your product, service, website, customer service team and more. But what do you do with this information?

For one, SurveyMonkey’s customer experience management software provides you with standard metrics that make it easier for your company to set internal benchmarks, which allow you to set goals and track your progress when it comes to customer care.

But you can also use these standard scores, for example the Net Promoter® Score– which is used by companies around the world to track customer loyalty – to see where you stand against your biggest competitors.

Give your customers the care they deserve – and boost customer loyalty

According to our research, your customers are more likely to shop with you than your competitors if you provide them with a great customer service experience. And they’re likely to share an excellent customer service experience with family or friends. So why not take a look at what our customer experience management platform can do for you?

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3 quick tips to improve survey response rates

Here are some ideas to ensure that respondents will answer your surveys.

1. Be quick

If your survey is short and sweet, there's a greater chance that more respondents will complete it.

2. Offer incentives

Little incentives like small discount or an entry into a drawing can help ensure respondents complete your survey.

3. Buy a targeted audience

With SurveyMonkey Audience, you can purchase access to an audience who meets specific demographic criteria for your survey. It's a great way to get targeted responses from a specific group.

Here's why millions of people rely on SurveyMonkey

Unlimited surveys

Send as many surveys and quizzes as you want—even with free plans.

Fast answers

Easily create and send professional surveys. Get reliable results quickly.

Expert approved

Access pre-written questions and templates approved by our survey scientists.

Real-time results

Check results on the go from any device. Spot trends as data comes in.

Fresh ideas

Surveys give you more than just answers. Get feedback and new perspectives.

Actionable data

Extract and share insights from your data with your team.