Personalize support and boost CSAT with customer feedback management tools built into the #1 AI CRM. Empower service leaders with a unified view of customer feedback and sentiment data to increase service productivity, customer loyalty, and business growth across every service channel.
Scale proactive, personalized service with real-time customer feedback insights captured & surfaced in the flow of your team's work, powered by the Salesforce Platform.
Streamline survey creation and elevate Salesforce customer 360 insights with AI-powered surveys customized to your audience, industry, business goals, and more.
Effortlessly scale Voice of the Customer (VoC) programs and improve team performance in each service region with generative AI survey translation in 18 global languages.
Instantly summarize surveys (just one or a whole group) to extract deeper insights for customer analysis and action. Update records, report on key trends, and automate cases with actionable survey summaries that improve service productivity and case resolutions.
Scale customer satisfaction and boost NPS across touchpoints with dynamic, branded surveys on every service channel. Engage customers in real-time on their preferred channel and use advanced workflows to customize survey questions to participant responses.
Proactively address low customer satisfaction and NPS scores in one platform with unified, real-time CRM automation. Seamlessly automate case follow-ups, including escalations and high priority actions, with intuitive no-code workflows.
Boost survey engagement and feedback quality in just a few clicks with robust CRM personalization fields including the case number, service rep name, product issue, and more.
Customer Experience Intelligence
Deliver customer experiences that drive loyalty with unified sentiment analytics across your service channels and surveys. Gain meaningful context behind customer satisfaction and churn by measuring what products, issues, and service processes lead to a positive or negative customer experience.
Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps impacting customer satisfaction by summarizing issues impacting sentiment, generating knowledge articles, and delivering actionable guidance to service leaders and representatives.
Boost service personalization with real-time sentiment insights combined with your Customer 360 data. Deliver service teams enhanced insight into customer health including sentiment trends, engagement history, and survey feedback to improve CSAT at every interaction.
Accelerate service decision making, service rep productivity, and customer satisfaction all in a single view with powerful, prebuilt Feedback Management reports and dashboards.
Quickly identify service gaps and maximize customer lifetime value with a comprehensive view of CSAT and NPS trends across the entire customer journey.
Improve service productivity by capturing critical pre-event information and increase post-event feedback with survey reminders tailored to participant engagement.
Build a path to service success. Speed up your time to value by using Service Cloud capabilities and implementing best practices to achieve your business goals.
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Supercharge service with actionable insights and AI-powered recommendations.
Deliver seamless, personalized conversational experiences across channels — at scale.
Start by selecting your Service Cloud edition. Then, add on Feedback Management capabilities at these price points.
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Customer feedback management is a core part of the customer service strategy, typically aligned to Voice of the Customer (VoC) and/or Customer Experience (CX) programs and initiatives. It is the process of systematically collecting, analyzing, and responding to feedback from customers. Feedback management aims to improve products, services, and the overall customer experience by understanding and addressing user opinions, needs, and concerns. Feedback can come from various sources, including surveys, customer support interactions, social media, online reviews, or in-person conversations. Broader feedback management initiatives can include other business stakeholders, such as business partners and employees, which Salesforce's solution will support.
Effective feedback management can increase customer satisfaction, enhance brand loyalty, and drive continuous process improvement by making customer voices central to decision-making. With unified customer feedback data, CRM automation, and AI-powered assistance, organizations can ensure a continuous customer feedback loop is being analyzed and acted on by their organization to improve long-term business and customer value.
Sentiment analysis is a method of analyzing text to determine the emotional tone behind words. Often applied to customer feedback, call transcripts, and other written content, it uses natural language processing (NLP) and machine learning algorithms to categorize text as positive, negative, neutral. In practice, sentiment analysis can help businesses better understand customer opinions, customer satisfaction details, and feedback trends to make faster, more accurate customer-centric decisions.
Feedback Management pricing is designed to support any and all feedback data that organizations collect, analyze, and action across customer service channels, business partners, employees, and more. Depending on the organization's needs and goals, businesses can invest in Feedback Management Starter or Feedback Management Growth and include add-ons like Customer Experience Intelligence. Pricing provides organizations return on investment through service team productivity, operational efficiency, customer satisfaction, and business revenue growth.
