Mr. Sai Vishnu Vardhan Machapatri

Enhancing Feedback Collection with Salesforce Surveys: A Smarter, Cost-Effective, and AI-Driven Solution

Abstract:

Most commonly, these systems involve a third-party vendor collecting customer feedback, analyzing it, and performing outreach using applications such as GetFeedback, Marketing Cloud, and more. This approach poses several challenges, including, but not limited to, high cost of operation, back-end complexity, and debugging issues.
Using Salesforce Survey, an out-of-the-box feature of Service Cloud, organizations can simplify the customer feedback process, reduce dependencies on third-party applications, decrease end-to-end complexity, and significantly reduce operational costs. This paper presents some advantages of using Salesforce Survey, particularly when integrated with Community Cloud. This shift to native Salesforce integration eliminates the need for customer login credentials, creating a customer-centric outreach experience.
This whitepaper discusses the steps to reduce customer response time from ‘Yes’ to ‘Yes’ by more than 65 percent. The steps taken to optimize the CSR team have also been included in this document