SurveyMonkey launches a CX suite

The online survey and feedback specialists are offering a packaged customer experience suite.

on July 30, 2024 at 1:01 pm | Reading time: 1 minute
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SurveyMonkey, known for online surveys and feedback management, now offers a packaged suite of customer experience tools. Improved experiences will continue to be based on the customer feedback that flows through the SurveyMonkey Enterprise platform.

The offering includes a native Salesforce integration, the ability to collect feedback across multiple channels and survey branding.

Why we care. Although pricing details are not available, this looks like a move to make improved CX available to small and medium businesses as well as the enterprise. Based on familiar tools like surveys it also looks simpler and more accessible than some experience management solutions.

Specific features. The new CX suite includes these features:

  • AI-powered surveys. SurveyMonkey Genius, powered by GPT, supports the creation of surveys and analyzes the results. 
  • Benchmarking for CX. Track CX progress with customer satisfaction score, Net Promoter Score, and customer effort score.
  • Multichannel feedback collection. Customer feedback is collected across email, web, SMS, social media and in-app channels.
  • Many integrations. In addition to the native Salesforce integration, the suite also offers integrations with Marketo, HubSpot, Power BI, Tableau and other solutions.

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About the author

Kim Davis
Contributor
Kim Davis is currently editor at large at MarTech. Born in London, but a New Yorker for almost three decades, Kim started covering enterprise software ten years ago. His experience encompasses SaaS for the enterprise, digital- ad data-driven urban planning, and applications of SaaS, digital technology, and data in the marketing space. He first wrote about marketing technology as editor of Haymarket’s The Hub, a dedicated marketing tech website, which subsequently became a channel on the established direct marketing brand DMN. Kim joined DMN proper in 2016, as a senior editor, becoming Executive Editor, then Editor-in-Chief a position he held until January 2020. Shortly thereafter he joined Third Door Media as Editorial Director at MarTech.

Kim was Associate Editor at a New York Times hyper-local news site, The Local: East Village, and has previously worked as an editor of an academic publication, and as a music journalist. He has written hundreds of New York restaurant reviews for a personal blog, and has been an occasional guest contributor to Eater.

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