Collecting customer feedback can be a transformative tool that propels your business to new heights, and getting customer feedback through Salesforce is possible through a few methods. Armed with the right feedback, you have everything you need to address customer pain points and capitalize on your biggest strengths.
Without sending surveys and gathering quality feedback, your product or service is navigating success in the dark.
In this post, we’ll outline the ways Salesforce customers can collect feedback while working with the platform including limitations with getting customer feedback with Salesforce forms and solutions for more advanced initiatives.
The Evolution of Customer Feedback Collection on Salesforce
Gone are the days of manually sending out feedback forms. Today, there are countless digital tools to help you out. Of course, we all know there is a lot more to efficiency and automation than simply getting off paper and into the digital space.
Here’s where Salesforce feedback forms become your best friend. The benefit of Salesforce form integration for collecting feedback is that you can automate every step of the survey process while accessing personalized data and reports on every customer. No CRM is more robust or comprehensive.
Once you experience the power of customer feedback with Salesforce forms, your customer success strategy will never be the same. Read on to find out all the ways you can collect customer feedback with Salesforce forms.
The Role of Salesforce Feedback Management
First up, you are probably wondering what tools Salesforce offers for collecting customer feedback with Salesforce forms. Well, Salesforce actually does have a free survey solution that comes with every Salesforce org, which is called Salesforce Surveys.
Check out how to create surveys using Salesforce Surveys here for more on that.
Limitations of the Out-of-the-Box Salesforce Survey Solution
On the downside, this basic survey feature is limited. For example, you get 300 responses, and you can only relate a survey invitation to limited record types. To get more flexibility with the basic survey tool from Salesforce, you would need to implement custom development or Apex of some kind.
Purchasing Feedback Management by Salesforce
Alternatively, you can purchase Feedback Management by Salesforce, which comes in three editions:
- Survey Response Pack
- Feedback Management – Starter
- Feedback Management – Growth
Of these, it’s Feedback Management – Starter and Feedback Management – Growth that provides the most comprehensive features, including 100,000 responses and unlimited responses respectively.
These native tools offer some exciting capabilities such as Customer Lifecycle Analytics and Data Mapper, which allow you to sync survey responses to standard or custom objects. Investing in feedback management tools is one viable strategy for collecting customer feedback with Salesforce forms.
Considerations of Feedback Management by Salesforce
There are some considerations to make when looking at Feedback Management by Salesforce. These include considerable investment, $13,500 a month per org for the Starter Edition and $46,000 a month per org for the Growth Edition.
Aside from the price, these tools may still require coding and development to cater to custom use cases. This means you have to allocate time and money toward developing these solutions and ongoing maintenance.
Exploring Other Survey Options for Salesforce Feedback Forms
So, what are your other options for implementing customer feedback with Salesforce forms? And what is the best way to collect feedback for your workflows while integrating with Salesforce?
Read on, we have you covered!
Techniques to Collect Feedback Using Salesforce Form Builder
When building forms to collect user feedback via Salesforce, you can choose to implement development work. This will give you great flexibility and customization. However, it will slow down time to market, and you need to be really sure that you are in it for the long haul. Projects like this require ongoing upkeep.
Alternatively, you can purchase a trusted third-party tool for surveys on the AppExchange. This will help you go to market faster and mitigate some of your development work. The biggest con of most products on the market is that they offer limited flexibility. You often won’t get customization without code, and this lands you with some of the problems and obstacles you face when building a custom solution or using Salesforce native tools.
The good news is you don’t have to be stuck in this build versus buy quandary. Not all products are created equal! You can collect customer feedback with Salesforce forms using a robust and flexible form builder with zero code.
Learn more about building complex Salesforce forms without coding here.
Titan Survey: A Powerful Salesforce Survey Tool
One of the best options on the market is Titan Survey, part of an all-in-one super platform for Salesforce. Check out some of the amazing things you can accomplish with Titan Survey below, or read more about building complex Salesforce forms without coding here.
Salesforce Surveys as a Tool for Engagement
One of the strongest features of Titan’s Salesforce survey tools is that you can easily map them to any custom or standard object. The Titan Survey package also offers a range of custom Salesforce Survey Objects included with the platform.
You can draw on multi-patented bi-directional Salesforce integration to craft personalized user journeys. By implementing conditional logic in your surveys, you can ensure that customers taking your surveys remain engaged throughout the process.
Customers can skip irrelevant questions and only get asked questions relevant to them. With the power of conditional logic, watch drop-off rates sink, and market segmentation becomes a whole lot easier.
Automating Salesforce Customer Feedback Forms
The good news is that with a tool like Titan Survey, you can automate every step of the customer feedback form process. Set up ready-to-go customer feedback form templates and have them sent out automatically through Salesforce. You can also trigger follow-up actions and have customer issues routed to the correct support or sales representative with ease!
With Titan Survey, you can send feedback via WhatsApp, SMS, Salesforce Flow, List View, or Reports.
You also have the freedom to send web or email surveys. With web surveys, you get to distribute surveys via a link that can be embedded in your website or anywhere you like. Web surveys are typically more interactive and work better for more complex questions. You can also embed Titan surveys in an email, which is ideal for shorter and simpler surveys!
Using Marketing Cloud Account Engagement (Pardot)? Check out this blog post that outlines how to use Pardot form handlers for data submission, which is the solution you can use to connect Titan surveys to your Account Engagement instance.
Titan Forms: A Salesforce Forms Builder Alternative for Feedback Collection
The bottom line is that Salesforce surveys are here to revolutionize the way you interact with customers. They’re a key component to creating the experiences your customers want. Even so, finding an easy-to-use Salesforce feedback form can be challenging!
Custom development has a lot of perks but comes with many obstacles. Similarly, Salesforce’s native solutions carry a price tag and may take longer to implement when handling niche use cases.
A no-code Salesforce feedback form is a winner! And here, Titan Survey offers all the usual survey perks — like any question type and a range of templates. This tool also offers special features like dynamic data sync with any Salesforce record.
Ultimately, it’s up to you to make the right decision for you and your business and customers. Good luck!
