Likelihood to Recommend Momentive (SurveyMonkey, Inc)
The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.
Read full review Delighted is best suited for organizations starting off with their Customer Experience journey. Off the bat, you want to start with a platform that's affordable and easy to set up. Once you've gotten the hang of running a Customer Experience program, you can move up to a more advanced platform like Qualtrics. Luckily, Qualtrics acquired Delighted a couple of years back so transitioning should be frictionless.
Read full review Pros Momentive (SurveyMonkey, Inc)
Embed survey responses into an email to allow for easier data capture from customers. Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight. Very customizable look and feel of the survey to stay on corporate brand. Intuitive user interface. Scott Superko Senior Analyst, Renewals and Customer Success Operations
Read full review Simple and easy to use Data exporting is always nice Read full review Cons Momentive (SurveyMonkey, Inc)
The only real challenge I've encountered is that they don't have a simple way to use a defined drop-down list that is in our CRM. I wish I could get a custom icon for ratings vs. just stars, hearts, circles or numbers. That was not a deal breaker, but it would be kind of cool to have. The process of creating a URL (distributing a Salesforce Aware Survey) to embed in an email template is a little complicated and takes some practice, especially for a novice admin that, at the time, didn't have much experience in adding modifiers and merge fields. Read full review Having the ability to add in additional questions (more of a survey) would be helpful. I wish there was a way to ask questions that would categorize the areas in which we need to improve. ie. "this is related to_____" and then have a drop down with different departments. Read full review Likelihood to Renew Momentive (SurveyMonkey, Inc)
I'll keep this running forever!
Read full review Usability Momentive (SurveyMonkey, Inc)
It is incredibly straightforward to use. Setup time is hours to days. When it is up and running, you can forget it exists. The Lightning Platform integration then starts to provide many options around creative use of the tools. It becomes more about where you can extend to your hearts content. Lightning App developers will have a great time here.
Read full review We run surveys every single day and have the responses fed directly into our Slack instance. Everyone in the organization (not just CX) can view and resolve any issues customers bring up without needing for them to reach out to our Customer Support team. Truly, Delighted has made the organization more customer centric by delivering the feedback right where everyone is (no PowerPoint presentations required).
Read full review Support Rating Momentive (SurveyMonkey, Inc)
The few times, and I mean few, I have had to reach out to the support staff they were very helpful. I was also lucky enough to meet the developer at a users' conference. His willingness to hear what I had to say was impressive. After understanding his background coming from the CRM world I knew that he knew what we as users needed in the way of integration.
Read full review I have nothing but good things to say about Delighted's Concierge team. They have been quick to respond and have been able to make a lot of our customization requests a reality. They're also very open to product requests and suggestions and have been quick in churning out new features ever so often.
Read full review Alternatives Considered Momentive (SurveyMonkey, Inc)
GetFeedback has a professional appearance and dynamic content UI that is more trustworthy than other solutions. Additionally, the transitions and branding of GetFeedback are user-friendly on any device making survey response easy to manage. Finally,
Salesforce integration is made not only easy but encouraged with a comprehensive ability to customize survey content.
Read full review I chose Delighted because it offered an affordable price point to get started, yet with plenty of room to grow. We started with 2,500 contacts per month, which is more generous than competitors offer at a similar price. I also saw that Delighted could integrate with Salesforce and Intercom (plus API capabilities), so I knew we wouldn't outgrow Delighted quickly. Since Delighted has been acquired by Qualtrics, I expect that its capabilities will only increase.
Read full review Return on Investment Momentive (SurveyMonkey, Inc)
Allowed us to measure our success by asking customers the questions every business wants to know the answer to - what's working? Read full review Our organization is focused on providing outstanding customer service, and we use Delighted to survey our customers and find out how they feel we are doing. We have been able to identify problems and hiccups in our service from customer responses with Delighted, and have been able to correct and improve on those. As I mentioned earlier, Delighted is on the expensive side, and we have explored cheaper options. But the ease of use for our customers, and the easy to digest reporting has kept us with Delighted. Read full review ScreenShots Delighted by Qualtrics Screenshots