Product Overview of GetFeedback
GetFeedback is a modern, mobile-centric survey application designed to help businesses capture and analyze customer feedback at every stage of the customer journey. Here’s a detailed look at what the product does and its key features.
What GetFeedback Does
GetFeedback enables organizations to create, distribute, and analyze surveys to gather valuable customer insights. It is built to be highly adaptable, allowing users to collect feedback across multiple channels, including web, mobile, social media, and in-store environments. This comprehensive approach helps businesses understand customer needs, identify areas for improvement, and make data-driven decisions to enhance customer satisfaction and overall customer experience.
Key Features
Survey Creation and Distribution
- GetFeedback allows users to build online surveys with ease, using customizable templates, branding options, and the ability to include beautiful imagery and embedded videos. Surveys are mobile-friendly, dynamically resizing to display perfectly on every smartphone, tablet, and browser.
Multi-Channel Distribution
- Surveys can be shared via various methods, including links, automated email, SMS messages, and embedding in websites, email campaigns, service clouds, apps, or Salesforce communities.
Advanced Analytics and Reporting
- The platform offers robust analytics tools, including real-time feedback, summary reports, and customizable dashboards. Users can track key performance metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction) scores. The data can be exported to Excel or CSV for further analysis or integrated with third-party systems like marketing apps and email service providers.
Integration with CRM and Other Tools
- GetFeedback seamlessly integrates with CRM systems like Salesforce and Zendesk, allowing users to update leads, contacts, and support cases directly from the survey responses. It also integrates with workplace apps like Slack to trigger follow-up actions and notifications.
Automated Workflows
- The platform includes automated workflows that enable users to trigger actions based on survey responses. This can include sending email notifications, creating tasks in Salesforce, and posting updates in Slack to ensure timely follow-up on critical feedback.
Customization and Personalization
- GetFeedback offers survey logic, which allows for skip logic to hide irrelevant questions based on previous responses. It also supports multi-language surveys and includes features for survey personalization to tailor the experience to individual respondents.
Data Analysis and Actionable Insights
- The platform provides tools to analyze customer comments in real-time, surface keywords and phrases, and pinpoint important trends. This helps in generating insights that inform business decisions and enable proactive issue resolution.
Additional Functionality
- Response Notifications and Tracking: Users receive notifications for new responses and can track responses in real-time.
- Survey Scheduling: Surveys can be scheduled to be sent at specific times to optimize response rates.
- API Access: GetFeedback offers an API for custom integrations and to scale the user experience.
- Offline Response Collection: The platform allows for offline data collection on mobile devices, which can be synced once internet access is available.
Support and Pricing
GetFeedback provides various pricing plans, including a Professional plan starting at $50 per month and a Team plan at $200 per month, with a free trial available. The platform offers comprehensive customer support through phone, live support, and training sessions.
In summary, GetFeedback is a powerful tool for capturing and analyzing customer feedback, offering a range of features that make it easy to create, distribute, and act on surveys across multiple channels. Its integration with key business systems and advanced analytics capabilities make it an invaluable asset for businesses aiming to enhance their customer experience.