A few new announcements in the Customer Insights & Feedback segment focus on integrating survey data for optimization and experimentation purposes, integrating feedback and analysis capabilities with a data flow from Zendesk, and enhancing social publishing and social media tools.

Conductrics Weaves Customer Feedback into its Digital Experimentation Platform

Conductrics, a digital experimentation and artificial intelligence (AI) company, has integrated customer surveying capabilities into it’s A/B testing, experimentation, and optimization platform.

The Conductrics platform can be used out of the box, and offers users the capability to combine and use real time insights gained from customer research.

“Working alongside our client partners, it became clear that even though tools for experimentation and optimization are extremely powerful, they have been inherently limited because no matter the type of A/B test or [machine learning] algorithm, experimentation and personalization has lacked visibility into a key and necessary, source of information – the voice of the customer,” says Conductrics Co-Founder and CEO Matt Gershoff.

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GetFeedback, Zendesk Integration Announced by Momentive

Momentive (maker of SurveyMonkey and GetFeedback) has announced the availability of the GetFeedback integration with Zendesk. The combination will partner customer feedback from GetFeedback with Zendesk’s customer data to uncover friction points in customer interactions and allow a single source of customer insights for companies who are customers of both companies. This will also smooth out the experience for customers, as every GetFeedback and Zendesk user has a broader look into the customer journey, and will  not have to ask customers to repeatedly explain and their organization interactions.

“A GetFeedback integration with Zendesk has been one of our customers’ most-requested features, which makes sense — it’s a natural fit to combine GetFeedback customer feedback data with Zendesk’s customer service data,” says Priya Gill, Vice President of Product Marketing at Momentive. “This bi-directional integration solves the problem of stale data leading to bad decision-making by empowering users of both solutions to take swift action with confidence because they have a holistic view of the customer journey and the most timely data.” 

The integration will allow for the ability to automatically send surveys after every solved ticket, and improve customer support interactions. It also will provide data to power better decisions by being able provide analysis and action with data from Zendesk ticket data, KPIs, and metrics and gather contextual insights via measuring sentiment and tracking customer experience over time and across the organization.

Reputation Updates its Social Customer Experience Product Suite

Reputation has announced five recent updates to its social publishing and social listening tools. These tools help companies combine and analyze both public and private customer feedback data, and leverage increasingly used social media channels.

“Customers can share feedback within seconds of a good or bad experience, which has made it critical for Marketing teams to have the most innovative and complete tools at their disposal. At Reputation, we are always developing new products, services, and updates that will allow our customers to listen and interact in real-time with consumers across a variety of channels,” says Pranav Desai, Chief Product Officer at Reputation.

Updates to the platform include:

• Social Listening Industry Monitors
• Smart Insights Widgets for Social Listening
• Instagram Carousel Posts
• TikTok Integration
• Optimal Publish Times

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