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Have you got Salesforce?
Do you feel that that your customer data’s been kept inside for too long?
Well, let's go on a Net Promoter round trip...
We’re going to show you how you can use your existing customer records in the popular CRM system Salesforce.com,
and automatically survey it using the Net Promoter platform CustomerGauge.
Then we’ll take the return journey to update the record in SalesForce.
For this example, we’d like to survey a customer that has recently made a purchase.
There are several ways you can record an order in Salesforce,
but to keep it practical we’ll show the purchase by changing the status of an opportunity from “negotiation” to “Closed”.
CustomerGauge will automatically query Salesforce using the web API connection
and import the correct contacts that you want to survey.
Next it will send out invitations by email.
Here you can see it instantly
(but you are able to select any number of days to delay – whatever suits you best).
Let’s now complete the survey,
with a rating of a 2 so we’ll be recorded as a detractor.
We’ll click on the options here to tag our sentiment,
and add a short comment.
And lets ask for a follow up.
This will trigger a firefighting workflow – we’ll show you this in a moment.
Now, switching to CustomerGauge, you can see that the comments and details have already appeared.
Drilling down you can see all the data fields from Salesforce we brought over.
And the comment details.
Now let’s switch back to SalesForce.
You can see the Net Promoter Score responses have been added under the contact details.
And inside this case you can see all the details from the survey.
But back to that escalation issue.
We can trigger a case for follow up in Salesforce.
Or if you prefer, in CustomerGauge – in this case an escalation notice is emailed.
It contains all the information needed to contact the customer and resolve the issue.
You can go straight into CustomerGauge, add comments and close the case.
Lets recap our round-trip.
* We Changed the opportunity status in Salesforce.
* This triggered an email invitation for a survey.
* The Survey results were logged immediately in SalesForce.
* We were alerted by email about the customer issue.
With CustomerGauge, You get the automation you need for Salesforce, painlessly.
Its perfect for your continuous Net Promoter program.
So contact us, and we’ll help you take your data on a round-trip today!