Organizations can now automatically send personalized text message survey invites from Salesforce to drive higher engagement and faster, more informed decision-making
SurveyMonkey, the world’s most popular platform for surveys and forms, announced the general availability of automated SMS survey invites within its Salesforce integration, available on AppExchange. This update allows CX and support teams to automatically send personalized survey invites by text message when key events happen in Salesforce, such as closing a support case or completing a transaction.
Customers, such as Box, Greyhound Lines, and Hornblower Group, love that SurveyMonkey offers a robust and secure platform that’s also easy to use and highly connected. This new SMS invite capability in SurveyMonkey for Salesforce builds on the existing integration’s ability to help teams capture and act on timely feedback:
- Reaching customers on mobile: Organizations can now send survey invites via text, prioritizing a channel with higher open rates than traditional email.
- Automating outreach: Teams can create workflows that trigger personalized SMS survey invites when specific events occur in Salesforce—such as a closed case-so feedback is requested while the experience is fresh.
- Personalization at scale: Users can customize messages by inserting Salesforce data fields directly into the SMS. This allows teams to automatically include customer names, case numbers, and specific details to drive higher engagement without manual effort.
- Syncing feedback back to Salesforce: Survey responses automatically map to the appropriate Salesforce objects, keeping customer records up to date and helping teams route, escalate, and resolve issues based on real-time data.
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“Customer insight is only useful if it’s captured in the moment,” said Cormac Kelly, vice president, customer success at SurveyMonkey. “By connecting SurveyMonkey’s feedback platform with Salesforce’s customer data, we’re removing manual work and helping teams reach customers on their most interactive channel: mobile. This shift ensures feedback isn’t just a lagging report, but a real-time signal that allows teams to act while the experience is still top-of-mind.”
Salesforce AppExchange, the leading enterprise marketplace for partner apps and experts, enables businesses to power their agentic enterprise with our trusted and open ecosystem. Since its launch in 2006, AppExchange has grown to include more than 9,000 apps and experts, with over 14 million customer installs and 177,000 customer reviews. AppExchange enables customers of all sizes and across industries to extend their agentic enterprise with pre-built, customizable apps and Salesforce-certified consultants to help solve their business challenges and accelerate time to value.
SOURCE: SurveyMonkey
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