Three ways to leverage integrations for an unbeatable CX program

Customer Experience, CX

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As organizations strive to improve and scale their CX programs, integrating feedback into business systems and automating processes has become essential. But how exactly do feedback integrations and automation work in practice?

Let’s explore three different examples. The three examples showcase how integrations help organizations overcome the common challenges in customer experience programs, leading to faster, smarter, and more personalized actions.

This post references our latest e-guide, “Transforming Insights into Action: How Feedback Integrations and Automation Revolutionize CX Programs”. You can read the full (and free) e-guide, here!

1. Event-based automation: Faster follow-up

Picture this: A customer leaves negative feedback about their recent support interaction via a post-service survey. When your feedback platform integrates with your CRM, this response is instantly flagged within your CRM system. That real-time flag triggers an automatic task, prompting the customer support manager to engage directly with the customer immediately.

But the integration doesn’t end there. The system also updates the customer profile with the feedback, giving the support team full context for a more informed, personalized follow-up. The outcome? A swift, tailored resolution that not only addresses the concern but also enhances the overall customer experience.

Alchemer’s seamless integrations with CRM platforms and customer support tools like Zendesk and ServiceNow ensures that feedback automatically triggers follow-up actions, developing a feedback loop that drives higher satisfaction and customer retention.

2. Personalized, contextual surveys: Gathering insights that truly matter

Personalization is critical to collecting high-value feedback. By integrating feedback tools with your CRM or other databases, you can customize surveys to match a customer’s unique experiences or purchase history. Take a hotel chain, for example. Through CRM data integration, that hotel can personalize a post-stay survey to reflect specific details, such as the guest’s recent booking, the property visited, and the services enjoyed during their stay.

This personalized approach results in more focused, relevant questions, providing insights that truly mirror the customer’s journey. And by automating survey delivery via preferred channels like email, SMS, or in-app notifications, businesses ensure they reach customers at the most opportune moments for engagement.

With 100s of integration available, your survey sent through Alchemer not only feels more relevant to the customer but is delivered when the customer is most likely to respond, ensuring the data you gather is both timely and actionable.

Enhanced customer profiles: A 360-degree view of your customers

Integrating feedback into your CRM or marketing automation platform helps enrich customer profiles. Consider this: when a customer reports an issue with a product through a survey, that feedback is automatically added to their profile, alongside previous interactions, past purchases, and prior feedback.

By building robust customer profiles, organizations can tailor future interactions across support, sales, and marketing efforts. This dynamic view enables a more holistic approach to customer service, ensuring every touchpoint is informed by the full context of the customer’s journey.

With Alchemer, every customer interaction and bit of customer feedback can automatically flow into your other business systems, offering teams immediate access to real-time, comprehensive customer data. The result? Stronger customer relationships, proactive service offerings, and a deeper level of satisfaction that drives long-term loyalty.