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
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.
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.
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.
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.
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.
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?
Do you want to know what your customers are saying about you? Customer satisfaction surveys can help you find out what people think of your company, obtain feedback about customer service, and more.Visit Page
When you listen to your employees, you can make decisions that make for a happier workplace. Do you want to measure performance? Do you want to engage or motivate your employees? Then employee surveys can help.Visit Page
Organising an event is by no means easy. Who’s coming? What’s their schedule like? Event surveys can give you a clearer picture. When you’ve finished, receive post-event feedback so that you can improve for next time.Visit Page
Here are some ideas to ensure that respondents will answer your surveys.
If your survey is short and sweet, there's a greater chance that more respondents will complete it.
Little incentives like small discount or an entry into a drawing can help ensure respondents complete your survey.
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.