The new capabilities are available now and include:
- Embedded Listener, an API that extends the GetFeedback platform into any offline, proprietary, or secure system, such as ATMs, smart TVs, airplane consoles, and more. This API allows users to adhere to organization-specific brand and security standards while gathering crucial customer feedback in touchpoints that were previously siloed from the holistic customer journey.
- Program Accelerator, now available in beta, a new capability that allows users to quickly build and launch turnkey programs based on CX best practices. Users can easily launch recurring programs at scale with pre-built survey and email templates in a matter of minutes. Users can then view aggregate or individual feedback, allowing them to understand customer feedback as a whole or to dive in deeper. The first program available in Program Accelerator is a relationship NPS® sequencer, which helps users get a pulse on their customer base to uncover their advocates and detractors. The relationship NPS sequencer can be set up quickly and automatically send surveys throughout a selected time period, allowing users to properly measure and analyze the right metrics for their CX goals.
- Updates to Insights capabilities powered by AI and machine learning, including more in-depth open text analysis to easily parse through open text responses. Users can see the top-level sentiment of open text feedback as well as the top keywords and phrases. Users can also get even more granular with contextual analysis, now available in beta, on every phrase in each response, giving a more nuanced understanding of complex customer sentiment. Sentiment Analysis (including top keywords and top key phrases) can now also be shown in 10 different languages* and translated to English. As CX professionals scale their programs, Insights capabilities allow them to analyze ever-growing volumes of customer data quickly so they can take well-informed actions.
GetFeedback has always offered agile CX solutions that are easy to deploy; these updates now add more channels of data collection, turnkey program configuration, and more powerful analytics. Customers like Puma and KLM already benefit from the multichannel feedback collection across customer touchpoints offered by GetFeedback.
“With 2022 on the horizon, companies are taking stock of their customer experience programs and making long-term investments to improve CX,” said
To learn more, visit www.getfeedback.com.
*Sentiment Analysis is now available in French, German, Dutch, Italian, Spanish, Portuguese, Swedish, Danish, Finnish, and English
About GetFeedback
GetFeedback is an agile, multichannel CX solution from Momentive that deploys in days, not months, and enables CX teams to deliver great experiences without waiting on long implementations. GetFeedback offers frictionless listening across multiple channels and high response rates. It integrates CX insights and actions into key systems, enabling CX professionals to iterate and scale quickly. GetFeedback is purpose-built for the Salesforce ecosystem and is a top-rated customer feedback solution on the AppExchange. Companies like PUMA, Yeti,
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