You’re gathering valuable, high-quality feedback through surveys, in-app interactions, or other channels. But once that data is collected, what happens next? Is it all stored in one centralized location, or does it end up siloed across different teams or systems? If this sounds familiar, how can you expect your teams to act on feedback in a unified way?
This is where feedback integrations and automation come into play. With the right tools and strategies, you can break down data silos and connect feedback to key systems across your organization. This enables faster, more personalized, and more impactful action.
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!
So, what exactly do we mean by integrations?
At their core, integrations are the connections between different systems and platforms that allow data to flow seamlessly updating systems, triggering actions, and giving your teams access to real-time feedback. When it comes to customer feedback, integrations amplify its value by sharing it with other tools, making it accessible to various teams. A common example is connecting feedback to your CRM, like Salesforce, but this could also include other CRMs, business intelligence tools, or customer service platforms.
Now, let’s explore why integrations are so essential:
1. Break down feedback silos across channels and systems
Feedback often ends up scattered across various systems like CRMs, support tools, survey platforms, and more. When these systems don’t communicate, silos form, preventing teams from gaining a complete, unified view of the customer experience. This lack of visibility results in fragmented insights and delays in taking action, as valuable feedback stays isolated in separate platforms. By integrating feedback with your key business systems, you unlock crucial data and ensure it reaches the right people instantly.
2. Eliminate manual feedback processes
Many organizations still rely on outdated, manual processes for collecting, analyzing, and acting on feedback—like manually entering data, generating reports, updating internal teams, and following up with customers. These tasks are not only time-consuming but also prone to human error and inconsistencies. Automation simplifies these processes, cutting down on manual work and speeding up response times.
3. Act quickly on feedback
The longer it takes to analyze and respond to feedback, the less relevant it becomes. Often, feedback is collected but not acted upon quickly enough, causing missed opportunities to resolve customer issues or capitalize on positive experiences. 90% of customers expect an “immediate” response to their feedback, and for many, “immediate” means within 10 minutes or less. Failing to act fast enough risks losing that customer—and their future business. By integrating feedback with your core systems, you enable real-time action, ensuring the right teams are notified immediately to resolve issues or enhance the experience.
4. Take personalization to the next level
Generic feedback surveys often fail to capture the unique needs and preferences of individual customers. Without integration with customer data platforms—such as behavioral data or purchase history—personalizing feedback requests becomes a complex and manual task.
Show your customers you care! Data integrations allow businesses to personalize surveys based on customer data, ensuring that feedback requests are relevant and engaging. This leads to higher response rates and more meaningful insights.
Continue reading
Don’t let valuable feedback go to waste—learn how to make it work for you! Download our new e-guide, “Transforming Insights into Action: How Feedback Integrations and Automation Revolutionize CX Programs”.
In this guide we:
- Explore common challenges organizations face with siloed feedback and manual processes—and how integrations solve these issues.
- Highlight real-world examples of automation in action, from event-based automation to personalizing surveys and enriching customer profiles.
- Identify key integrations that enhance feedback programs, including CRMs, analytics tools, and customer service platforms.
- Provide a checklist for evaluating feedback integration capabilities.
