Why choose Freshdesk + SurveyMonkey?

Any and every business under the sky has a customer-facing team, and to gain a competitive edge it is imperative to truly understand the voice of your customers. Empower your teams to provide exceptional service with SurveyMonkey's online survey tools on Freshdesk.

Customized SurveyMonkey questionnaires can be added along with your mail, messaging, tickets, and other communication channels from right within Freshdesk. Find out exactly what your customers want, need, and expect, and improvise your processes and solutions accordingly. 

How does this integration work?

Gain instant and in-depth feedback on customer experience and agent performance from across multiple channels in a single dashboard.
Here’s a look at the working and key features of the Freshdesk and SurveyMonkey integration.

Gain in-depth customer insights

Agents can use the simple Satisfaction Survey in Freshdesk for easy and instant customer feedback after every interaction. However, if you require deeper insights, SurveyMonkey lets you add a more complete survey questionnaire alongside the existing one. 

Freshdesk SurveyMonkey customized surveys

Attach surveys to tickets

Some surveys are designed to capture feedback regarding a new product or specific capability. In this case, you can choose the right survey you want to add to a ticket response and customize when to trigger the survey; when a ticket is resolved or closed, or based on a custom field value.

Attach surveys to tickets

Customize surveys to each user

Based on each team's requirements and the type of customer engagement, you can create customized surveys. For example, it could be about the quality of the customer service or an opinion about a new feature. Analyzing these responses and results gives you an overview of customer loyalty through SurveyMonkey’s Net Promoter Score.

Custom surveys

Conduct market research
Ask customers to fill out market research surveys that you already use in other channels. This helps you keep track of industry trends, assess performance metrics, and identify best practices across channels in order to stay ahead of the competition. 

Measure employee engagement 
Understand how to retain the best talent and build healthy company culture by learning what’s working and what’s not directly from your employees. Measure employee satisfaction, conduct 360-degree reviews, or even send out compliance quizzes to get the answers you need.

For a detailed tutorial on how to use the Freshdesk-SurveyMonkey integration, check out this
solution document.

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