In our new webinar, Rosie, Director of Product Marketing at Alchemer, sat down with Justin, Alchemer’s Integration and API Product Manager, to dive into a topic every CX team should be thinking about: automating customer feedback collection and management.
This isn’t just a demo (though yes, Justin gives a fantastic one in this webinar). It’s a practical deep-dive into how Alchemer helps teams close the loop between feedback and follow-up.
Featuring live examples, a hands-on walkthrough of real automations, and a breakdown of tangible business impact, the session provides a clear view of how companies are integrating feedback into their external systems to inform decisions and strengthen customer relationships.
Here are some insights from their conversation:
Start with a simple question: Can you act on feedback instantly?
For many teams, the answer is no.
Whether it’s NPS scores, post-sale surveys, or service follow-ups, feedback often sits in silos—analyzed monthly, shared sporadically, and acted on too late.
As Rosie put it, “How quickly are you able to take action on the feedback you’re collecting? Is it instantaneous? Is there a lag?” For companies serious about customer experience, lag time is no longer acceptable.
Why Alchemer Connect was built — and how it helps automate feedback
The inspiration for Connect came straight from customer requests: Can I integrate Alchemer with our systems? Can you push feedback into Salesforce? What about Excel? Zendesk?
Rather than building one-off integrations, the team developed a platform-wide solution—a flexible suite of tools designed to link surveys with external systems, trigger actions based on specific events, and enable seamless two-way data flow.
Since its launch, customers have integrated Alchemer with dozens of new systems. As Justin notes, spinning up a new use case—even involving a new system—typically takes just 1 to 2 weeks.
Start with your CRM
One of the most common use cases (and the focus point of this use case webinar) is feeding feedback straight from Alchemer into your CRM. Whether it’s Salesforce, Microsoft Dynamics, or another system, with Alchemer you can:
- Map survey responses directly to customer records
- Trigger follow-up tasks based on NPS scores or comments
- Flag risk levels based on sentiment
- Display customer feedback where teams already work
As Justin demonstrated in the live setup, it takes under two minutes to map an NPS response to a Salesforce record—no technical background required.
Start small and build from there
Most organizations start simple: send an NPS survey via Alchemer, push those results to Salesforce, and notify a team member if feedback suggests risk. But once those basics are in place, the possibilities expand quickly.
One featured customer had built a detailed voice-of-customer (VoC) program—collecting data from across the customer lifecycle. But they struggled to do anything with it. Reporting was delayed, and the feedback rarely reached the right teams.
With Alchemer, they started pushing responses into CRM records in real time. Customer support reps could now see feedback immediately. Without logging into another tool. It created a faster loop between feedback and action, and made customer insights visible to the people who needed them most.
As Rosie summarized it: “Integrations democratize data.”
wo automations, a few minutes, countless hours saved
In the demo, Justin shows how to build two core automations:
- Push feedback into Salesforce when a survey is completed
- Trigger a survey from Salesforce when a specific event occurs (like an opportunity closing)
Both flows used Salesforce data, simple drag-and-drop tools, and a guided setup interface. No dev team needed, no waiting, no messy exports or campaign lists.
For any team still manually pulling contacts, building email lists, or waiting on reports, this kind of automation can save hours every week.
Watch the full webinar and start automating
Automation always sounds complex, but this webinar proves it doesn’t have to be. As Rosie observed:
“Once you take that few minutes to set up a few automations, they just run. And you can build as many as you want.”
For teams still relying on exports, batch sends, and delayed insights, Alchemer Connect offers a fast, flexible path forward. And if you’ve got a use case no one’s solved yet?
“We haven’t found one we can’t do,” Justin said. “So send us your hardest one. We’re ready.”
Ready to put your feedback to work?
- Have a use case in mind? Let’s build it together.
