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Customer Feedback Surveys for Social Customer Service & LiveMessage

Collect feedback from customers on Twitter, Facebook, and SMS

Overview

This add-on to Service Cloud's Social Customer Service and LiveMessage features to send CSAT or NPS surveys to users after you've resolved their cases. Surveys are delivered as private messages, and responses come straight back to Salesforce.

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  • Integrates fully with Service Cloud's Social Customer Service and LiveMessage features

  • Offers both an automated job and a quick action so you can send surveys according to your business's conditions

  • Includes a sample dashboard for immediate reporting on survey activity

Twitter, Facebook, and SMS Customer Feedback helps gather customer feedback at the end of a customer service interaction. This app allows social care teams to track key metrics like Net Promoter Scores and Customer Satisfaction Ratings right in Salesforce. After their case has been closed, customers receive an attractive survey card as a Direct Message on Twitter, a private Inbox message on Facebook, or a direct SMS. These surveys are are quick and easy to complete, which drives high response rates. As this feature is an add-on to Service Cloud's existing Social Customer Service and LiveMessage features, you should already be using the either the free Social Customer Service starter pack, included with Service Cloud, the regular Social Customer Service with a connected Social Studio account, or LiveMessage for SMS before you attempt to use this app. Learn more here: https://sfdc.co/socialservice. Also, to get the most out of Customer Feedback on Twitter, please ensure you have activated the 'Allow anyone to DM me' feature or your Twitter handle. This is located under Security & Privacy in the Account Settings section on Twitter.

Categories

Business Needs
Customer Service
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package

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