SurveyMonkey has unveiled SurveyMonkey for CX, a user-friendly, comprehensive solution for business owners, customer experience professionals, and marketers. This new offering is built on the SurveyMonkey Enterprise platform, which features single sign-on (SSO), data encryption, access controls, and HIPAA-compliant measures to protect customer data.
"In today's competitive landscape, companies cannot afford to be out of step with what their customers truly want and need. Excellent customer experience can be the ultimate differentiator. SurveyMonkey for CX makes it easier to gather customer feedback and allow it to flow throughout the organization, ensuring that all teams, not just customer-facing ones, treat every touchpoint as an opportunity to win customer loyalty and drive growth," said Priya Gill, Global Head of Marketing at SurveyMonkey.
SurveyMonkey for CX provides an array of features designed to streamline the customer journey analysis without the complexity or expense typical of other CX platforms.
Key functionalities
AI-Driven Surveys and Conversational Analysis: Leveraging AI, including GPT-powered capabilities found in SurveyMonkey Genius, creates methodologically robust surveys and quickly extracts the most important and actionable insights.
Industry-Standard Metrics for Benchmarking: Monitoring essential customer experience metrics such as customer satisfaction score (CSAT), Net Promoter Score (NPS), and customer effort score (CES).
Multichannel Feedback Collection: Gathering feedback through various channels like email, web, SMS, social media, and in-app, ensuring customer reach across their preferred platforms.
Over 200 Integrations: Integrating with a wide range of tools including analytics platforms, CRMs, and collaboration tools. This enables teams to combine customer feedback data with systems like Salesforce, Marketo, HubSpot, Power BI, and Tableau for a comprehensive view of the customer.
