Launch of SurveyMonkey for CX

In San Mateo, California, DIY research firm SurveyMonkey has launched a CX solution promising to help business owners, customer experience professionals and marketers listen to customers and improve their experience.

The new solution taps the company's Enterprise platform, which includes SSO, data encryption, access controls, and HIPAA-compliant features to safeguard customers' sensitive data. SurveyMonkey for CX, which the firm says avoids the complexity and cost of other CX platforms, allows clients to use AI - including GPT-powered capabilities included in SurveyMonkey Genius - to create 'methodologically sound' surveys for rapid insights; to benchmark customer experience with industry-standard metrics including CSAT, NPS and customer effort score (CES); to capture feedback across channels including email, web, SMS, social media and in-app; and to integrate with 200 packages including analytics platforms, CRMs and collaboration tools, for a complete customer view.

Priya Gill, the company's Global Head of Marketing, comments: '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'.

More information is at www.surveymonkey.com/mp/customer-experience .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.