Integrations make the life of a marketer easier. It simplifies the way we create customer experiences. How a marketer acts on the customer feedback can dictate important metrics such as customer lifetime value (CLV) and predict churn. Integrations and automations make it easier to identify unhappy customers and close the feedback loop. In this blog, we will discuss the varied benefits of opting for Salesforce integration. 

What Is Salesforce Integration?

Salesforce integration brings two systems together which will empower teams to streamline their work process. Customer data can be segregated based on various metrics. Integrations can help us manage this complex data within one system. This is the most efficient way to handle critical information from our patrons.  

Why is integration important?

The market is competitive. Brands need to improve their efficiency, the overall customer experience and remain competent in the market. This process enables businesses to scale efficiently and faster.

Standard Metrics of Customer Experience- A Marketer’s Trinity  

1. Customer satisfaction score or CSAT score: Customer Satisfaction Score (CSAT) is a key metric used to gauge how satisfied customers are with a company’s products, services, or interactions. It’s typically measured through a simple survey question asking customers to rate their satisfaction on a scale.  The scale is commonly marked from 1 -5, where 1 is “Very Dissatisfied” and 5 is “Very Satisfied.
   
   Percentage Calculation:CSAT = (Number of customer rating 4 or 5/ total number of responses) x 100. For example, if 80 out of 100 respondents rate their satisfaction as 4 or 5, the CSAT score would be 80%.
   
   
2. Net promoter score or NPS score: Net promoter score is a widely used metric to gauge customer loyalty and satisfaction.The Net Promoter Score (NPS) metric was introduced by Fred Reichheld, a partner at Bain & Company, in collaboration with the company Satmetrix.
   
   Percentage Calculation: The respondents are divided into three categories. Promoters (score 9 or 10), passives (score 7 or 8) and detractors ( score from 0 to 6).
   Step 1: Percentage of Promoters = (Number of Promoters / Total Number of Respondents) × 100.
   Step 2: Percentage of Detractors = (Number of Detractors / Total Number of Respondents) × 100
   Calculate the NPS: NPS = Percentage of Promoters – Percentage of Detractors.
   
   
3. Customer Effort Score Or CES: The customer effort score will determine how easy or difficult it is for a customer to do business with a brand. It focuses on how much effort a customer has to exert to get an issue resolved, a product purchased, or a question answered. The main focus is to keep the experience easy for customers. The CES is typically measured by asking customers on how much effort they needed to resolve an issue. The scale is measured on the labels of 1 to 5, 1 being low effort and 5 being the highest effort. 

Benefits Of Salesforce Integration With Merren

Get superfast benefits and unlock ROI with Salesforce surveys and Merren. Here are some advantages of this integration you don’t want to miss.

1. Publish net promoter score survey, hands-free:
   Merren offers instant NPS survey questions. You can either create a question from scratch or access templates via the AI survey builder. All in a few clicks! Integrate your NPS survey question with Salesforce and schedule it as per research goals.
2. Faster opportunity to close the feedback loop:
   Merren CX dashboard can determine detractors and unhappy customers. This data can mobilize the support teams to resolve outstanding issues. Offer discount codes, membership privileges and retain the trust of the customer with personalized resolutions. CX teams can close the feedback loop on customers with data.
3. Obtain high surveys response rate with integration:
   A high response rate can determine your next course of action. Salesforce integration allows CX teams to send surveys to the right audience with the right segmented list. This integration ensures that you have ample data on the dashboard to make data-driven decisions.
4. Integrate with superfast survey distribution channels:
   Merren’s superfast survey channels include WhatsApp surveys, Facebook messenger and dynamic email surveys. This increases the response rate and encourages people to respond on the go. All question templates are compatible for these channels and across all devices.
5. Obtain real time data on the CX dashboard:
   Bid goodbye to batch-processing of customer feedback. Salesforce surveys in combination with Merren bring real time data to the CX dashboard. Get a 360 degree view of responses from various people and demographics. Filter the sample size according to your research goals. Curate the dashboard as per your needs.
6. Let Merren’s AI insight segregate customer data:
   Merren’s AI insights can help you make sense of all feedback. Conduct thorough analysis and segment data using our sentiment analysis. Track results from customer satisfaction metrics without manual fuss. Powered by artificial intelligence, let AI insights do the heavy-lifting for the CX professional.
7. Never lose track of your feedback campaigns:
   Create Merren surveys and it via Salesforce campaigns. Every data will be recorded on the dashboard- from surveys triggered to responses captured. Never lose sight of your precious information. This integration can help marketers gauge their campaigns and use this information to improve their formats and strategies.
8. Map the customer journey and take feedback:
   Salesforce campaigns can keep a track of customer health scores. Schedule important feedback surveys and grasp information at critical touchpoints. This can be during an onboarding phase or post-purchase. Keep an eye on touchpoints and prevent high churn rates. Map the user journey every customer-brand interaction.

 Conclusion

Integrating Salesforce surveys with Merren is a smart way to supercharge the way you conduct CX processes. Bring data-driven insights to the yard and improve on market gaps. Automate critical processes, hands-free. Create surveys according to your research goals with the help of Merren tools. Merren does not need technical expertise. Sign up for a 14 day free trial and enter the word of a superfast CX protocol.