Customer service doesn’t end when a case is closed. To truly excel, businesses must listen to customer feedback, learn from it, and act. Traditional surveys are often generic and disconnected from service interactions.
Salesforce Service Cloud’s Feedback Management changes that by embedding real-time feedback directly into service workflows. It helps companies capture the voice of the customer (VoC) at scale.
Challenges Without Feedback Integration
- Generic Surveys – Not tailored to customer interactions.
- Low Response Rates – Customers ignore non-contextual requests.
- Data Silos – Feedback disconnected from service history.
- Lack of Actionability – Insights don’t reach frontline teams.
Salesforce Feedback Management Features
- Contextual Surveys: Triggered after specific interactions.
- Omni-Channel Delivery: Feedback collected via email, SMS, chat.
- Analytics Dashboards: Real-time NPS, CSAT, CES insights.
- Closed-Loop Feedback: Negative responses automatically trigger cases.
- AI Insights: Einstein analyzes sentiment and patterns.
Use Cases
- Telecom: CSAT surveys after network outage resolution.
- Healthcare: Patient satisfaction measured post-appointment.
- Retail: NPS collected after order deliveries.
- Banking: Feedback after loan application or fraud resolution.
Future of Feedback with Salesforce
- AI-Driven Text Analysis: Extracts insights from open-ended feedback.
- Proactive Service: Feedback trends predict future complaints.
- Unified CX Dashboards: Integrates feedback with case history.
Why Perigeon?
We’ve deployed Salesforce Feedback Management for:
- Retailers capturing omni-channel insights.
- Banks closing the loop on customer dissatisfaction.
- Healthcare providers measuring patient journeys.
Perigeon ensures feedback isn’t just collected—it drives continuous improvement.
Conclusion
Feedback is the foundation of customer loyalty. With Salesforce Feedback Management, companies can:
- Capture contextual insights.
- Analyze feedback at scale.
- Act quickly to improve CX.
📩 Contact Perigeon to embed voice-of-customer strategies into your Salesforce ecosystem.
