|By Business Wire
|July 24, 2014 08:07 AM EDT
the customer feedback company, today unveiled GetFeedback for Salesforce
Desk.com, an integrated customer feedback system that provides the
insight companies need to deliver world-class customer service and
support. GetFeedback for Desk.com allows any company to collect customer
feedback with engaging, branded, mobile-ready surveys and associate that
feedback with customer records and cases in Desk.com. Customer feedback
can also be integrated directly into the Salesforce1 Sales Cloud for
complete visibility of customer sentiment across sales and support
GetFeedback for Desk.com, The all-in-one customer support and customer feedback system for fast growing companies (Photo: Business Wire)
Salesforce Desk.com is the all-in-one customer support app that empowers
fast-growing companies to instantly deliver outstanding service.
GetFeedback for Desk.com helps a company deliver amazing customer
service by answering key questions, including:
Are my customers satisfied and would they recommend my business to
What do my customers think about the customer support experience we
What is the quality of customer service being provided by my support
When customers are using my support website, are they able to find
what they’re looking for?
Are my support articles and how-to guides effective for my customers
or are they confusing?
Which aspects of my customer interactions or support process could be
How do my customers feel about interacting with my customer support
Comments on the News
“Customers must be at the center of every business in this new connected
world,” said Leyla Seka, SVP and GM of Desk.com, salesforce.com.
“Harnessing customer feedback is now paramount to driving any business
forward. With solutions such as GetFeedback for Desk.com, companies can
gather the insight they need to deliver incredible customer support and
grow their business.”
“Today we are incredibly excited to announce the expansion of our
partnership with salesforce.com,” said Kraig Swensrud, Founder,
GetFeedback.com. “With GetFeedback for Desk.com, companies can now
gather the customer feedback they need to make critical business
decisions, with one integrated system.”
Key Details Regarding GetFeedback for Desk.com
GetFeedback for Desk.com is an integrated customer support and customer
feedback offering for companies that strive to deliver world-class
customer service and support. The product allows anyone to create highly
engaging, mobile-ready customer feedback surveys and forms that tie
directly into Desk.com and the Sales Cloud. The following are key
components of the new product:
● Support Center Website Feedback - Many companies use a Desk.com
support center website, which contains useful information, how-to
guides, and helpful articles. GetFeedback for Desk.com provides the
ability to collect customer feedback directly from support websites,
allowing a company to pinpoint areas of confusion, reduce friction in
the self-service support process, and identify where knowledge articles
and content can be improved.
● Support Email Feedback - Customer support agents who
engage with customers via email or social media often have multiple
interactions with a customer prior to case resolution. These written
communications can often be confusing, poorly worded, and cause
additional frustration. Customers now have the ability to provide direct
feedback on the quality of each written interaction.
● Support Agent Feedback - Customer support agents handle
many cases over a period of time. Being able to view aggregate customer
feedback across many interactions allows a company to understand which
agents are delivering phenomenal service, and identify areas for agent
improvement and training.
● Support Case Feedback - When a support case is finally
resolved, it’s critical to understand the satisfaction level of a
customer. Satisfied customers are likely repeat buyers and will
recommend a company to their friends and colleagues. Measuring customer
satisfaction and Net Promoter Scores can help a company follow up with
customers and take action to make sure every customer is a raving fan.
● Integration with Salesforce1 Sales Cloud - Feedback on
the customer support process is a great start, but GetFeedback for
Desk.com combined with the Salesforce1 Sales Cloud provides complete
visibility into customer feedback and sentiment across both support and
sales departments. When sales teams and support teams are able to work
hand-in-hand, the overall customer experience can be dramatically
Availability & Pricing
GetFeedback for Desk.com is included with every GetFeedback Plan at no
additional charge. Find additional information on pricing and sign up at www.getfeedback.com/pricing
Built on the Salesforce1 Platform, the new social, mobile and cloud
customer platform built to transform sales, service and marketing apps,
GetFeedback for Desk.com is now available to all Desk.com customers in
the Application Marketplace at www.desk.com/features/apps
GetFeedback.com is a modern customer feedback application designed and
built for a mobile world, allowing anyone to easily create customer
feedback surveys and forms with perfect branding, beautiful imagery,
even embedded video. More importantly, GetFeedback.com will dynamically
re-size and re-format every survey to display perfectly on today’s
smartphones, tablets, and web browsers. The result? A fun, engaging
experience for any audience that results in better response rates,
better feedback, and better business decisions.
GetFeedback.com was founded in 2013 by former salesforce.com executives
Kraig Swensrud and Sean Whiteley. GetFeedback.com’s client roster
includes Appirio, Amazon, The Association of Surfing Professionals, Box,
Dropbox, ESPN, Equinox, ExactTarget, Facebook, Fox Sports, The Golden
State Warriors, Hurley, Intuit, LinkedIn, McKesson, Nike, The North
Face, Oracle Responsys, Red Bull Mobile, salesforce.com, United Way,
University of San Diego, Valspar, Virgin America, The World Economic
Forum, and Yahoo! For more information, please visit www.getfeedback.com.
Desk.com, a division of salesforce.com, is the all-in-one customer
support app for fast-growing companies.
Salesforce, Salesforce1, Desk.com, and any other trademarks used here
are the exclusive property of salesforce.com, inc.
Photos/Multimedia Gallery Available: http://www.businesswire.com/multimedia/home/20140724005293/en/
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