How important is customer experience (CX) to business success? According to the research report Making Customer Experience the Heart of the Enterprise, more than half of respondents ranked CX among their top five business priorities, along with increasing efficiency, revenue, innovation, and organizational agility.
The Salesforce Qualtrics integration enables organizations to improve their CX strategy by combining real-time customer feedback with operational data. It enables companies to proactively respond to customer needs, driving loyalty and satisfaction.
In this blog post, we explore how the Salesforce-Qualtrics integration can transform your approach to customer experience management and drive meaningful results for your business.
Salesforce Qualtrics Integration – Why Do You Need It?
Salesforce Qualtrics integration is essential for companies looking to improve customer engagement and insight. This powerful tool enables companies to effectively communicate with their customers and understand their needs and preferences.
Acquired by SAP, Qualtrics seamlessly integrates with the Salesforce environment through a dedicated connector. The streamlined data flow allows companies to combine survey feedback with existing customer data to get a complete picture of the customer journey. Real-time insights from Qualtrics empower teams to respond quickly to customer feedback, driving loyalty and satisfaction.
Features that Make Qualtrics a Perfect Tool for Listening
What is the most valuable information? It is the feedback customers provide about your products and services, as well as their thoughts and feelings about them. Obtaining this information is challenging, but integrating Salesforce with Qualtrics streamlines the process.
Qualtrics offers key characteristics that facilitate the collection of valuable information.
- Embedded visualizations
Integrate dynamic X-data charts from Qualtrics into your Salesforce dashboards to view customer feedback in real-time. - Web to lead
Generate new customer leads directly from survey responses. - Trigger SMS, chat, email surveys
Automatically distribute surveys through web, text, or email when specific workflow rules in Salesforce are met. - Smart notifications
Quickly address poor customer experiences with alerts on both mobile and desktop, helping to prevent customer churn. - Response mapping
Effortlessly map customer feedback to any Salesforce object or field, providing your teams with a comprehensive view of each customer. - Post to chatter
Amplify customer voices by sharing survey responses directly on chatter.
Qualtrics delivers numerous benefits, starting with its easy-to-use products and a single platform for gathering customer, market, and employee insights. It fosters organization-wide collaboration, ensuring every team can access and act on critical data. It offers pre-built surveys, response recommendations, and pre-built reports, making it easier to analyze data and deliver results. Combined with the best Salesforce integration services, Qualtrics enhances the capabilities of the No. 1 CRM platform. Merging customer feedback with operational data creates a comprehensive view of the customer journey.
Use Cases for Salesforce-Qualtrics Integration
Qualtrics offers powerful integration with Salesforce Sales and Service Cloud, enhancing operations through real-time feedback collection and actionable insights. Here are some key use cases demonstrating how Qualtrics improves business processes:
Project Milestone Feedback
A consulting firm that realizes complex undertakings utilizes Qualtrics to gather client feedback at various project milestones. By sending surveys throughout the project lifecycle, they ensure high-quality delivery and client satisfaction. Survey responses are integrated into Salesforce for reporting, with low satisfaction triggering automatic follow-up cases.
Contract Renewal Insights
A company that delivers business data and insights leverages Salesforce Sales Cloud to monitor sales opportunities. Qualtrics automatically initiates win/loss, upgrade, and renewal surveys when specific criteria are met. This process helps identify loyalty indicators and sends alerts for low satisfaction scores or critical keywords.
Guest Satisfaction in Hospitality
A hospitality company tracks guest experiences using Salesforce Service Cloud. After check-out, a Post-Stay survey is deployed via Qualtrics, with responses stored in Salesforce for analysis. Low scores prompt immediate case creation for service recovery.
Customer Support Follow-Up
A company employs Qualtrics alongside Salesforce to enhance customer support. Following case closure by a service representative, a survey is sent to confirm issue resolution. If unresolved, a new case is generated for managerial follow-up, ensuring customer concerns are addressed promptly.
Employee Evaluation in an Educational Institution
Universities are obliged to evaluate the professional performance of academic teachers and researchers on an annual or biennial basis. A shift towards digital evaluations eliminated the need for extensive paperwork, manual data entry, and storage expenses, fostering a more cost-effective and efficient administrative workflow. Read more in our case study on employee evaluation for SWPS University.
These integrations streamline operations and foster improved customer experiences by ensuring that feedback loops are closed efficiently and effectively.
Achieve Synergy with Salesforce Qualtrics Integration
When you combine Salesforce and Qualtrics, you get a powerful combination that makes managing customer relationships much better. Here are the main reasons why this integration is so helpful:
- Create new leads directly from survey responses, streamlining the sales process.
- Elevate the voice of your customer by posting survey responses, such as NPS scores and feedback, directly to Chatter for increased visibility.
- Trigger surveys based on Salesforce workflow rules to ensure timely feedback collection.
- Create and send surveys to a list of contacts, leads, or campaign members directly from within Salesforce.
- Automatically insert survey responses into any object or field in Salesforce, providing a comprehensive view of customer interactions.
- View survey data alongside Salesforce CRM data for deeper insights and more personalized customer interactions.
To unlock the full potential of Qualtrics, it makes sense to work with a Salesforce partner that has performed such integration services. With a skilled partner, you can unlock the full potential of your Salesforce and Qualtrics integration to improve the customer experience and grow your business.
