You want to know what changes to the software customers are looking for. You can’t easily track feature requestsįor customer success and product teams, some of the most interesting and important pieces of feedback to collect are feature requests. It’s a survey tool, but not really a complete customer feedback management tool. But it’s not going to work with other ways of collecting feedback. If you’re just interested in collecting NPS or CSAT scores, great-Salesforce can work. And the ability to automatically send a survey after your sales rep finishes a call is nice.īut what about all the valuable feedback that you can’t collect via surveys? Customer call Feedback? Email feedback? Feedback from your voting board tool? Quite a bit-especially given the very big price tag. So what’s missing from the Salesforce feedback management system? What Salesforce’s feedback management system is missing? That lets you get customer experience feedback in real-time at a particular point in the customer journey and then analyze and track feedback at those different points in the life cycle.Įvery license also gets you access to the customer support community, webinars, events, and other resources. The other big value add is that you can automate surveys after the person has just had an interaction with your sales team. So you can have their survey feedback built into the other information you have about them. Once you step up to the monthly plans, the value you’re getting is that your survey responses can be integrated with your other customer data in the SFDC ecosystem. You can send the surveys through many different channels, including email, SMS, tablet, and on your website. The survey response pack is very basic-you just get a survey building and sending tool. So what can you actually do with the feedback management system? This gets you access for five customer lifecycle analytics users.įeatures: What do you get for that price? This gets you access for five customer lifecycle analytics users.įinally, to get unlimited Salesforce surveys and also add on the customer lifecycle maps feature, you’re looking at $42,000 per month or $504,000 per year. To get 100,000 surveys, post-chat surveys, merge fields, data mapper analytics (where customers’ data are attached to their profile), and customer lifecycle analytics, you’d have to upgrade to the next level, which is $12,000 per month or $144,000 per year. Your customers can take the surveys on the web or in a mobile app. That gets you just the surveys and some basic analytics and dashboards. The feedback management pricing plans start at $300 for a thousand survey responses. Then we’ll present some alternatives so you can make sure you find the functionality you need. Here, we’ll take you through what the software costs and what you get for the price. But it’s expensive-and has a very limited use case. Salesforce has recently launched a set of cloud-based feedback management tools to help you collect customer feedback. Ideally, you’d be able to pull it out into a system where you can use it to inform your product roadmap. Have a sales team? They’re almost certainly getting useful product feedback and feature requests.Īnd if they are using Salesforce’s CRM, that feedback is probably locked up on some customer notes page.
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