Design an excellent customer support experience
Get tools to help you pivot when the needs of your customers or your team change.
It's not easy to always meet the expectations of your customers. Feedback not only helps you support your customers, but it can also ensure your entire team is equipped to do so. The resources within this Customer Support Toolkit will help you answer your burning questions.
How do we provide a better customer experience?
- Did we help the customer solve their problem?
- Could we have responded faster?
- Does the customer have all the resources they need?
- How can we help customers reach their outcomes without solving one-off problems?
How can I ensure that my team doesn’t burn out?
- Which processes can we automate?
- How do I keep everyone bought in?
- What are ways we can avoid monotony?
- How do we balance the needs of the business with that of the team?
Survey templates customer support leaders can rely on to get those answers
Our sample survey templates make it easy for you to start collecting feedback in just minutes. Explore hundreds of questions across different survey types, all designed to get you accurate results you can rely on.
Customer satisfaction
Effectively gauge customer satisfaction to build a stronger business strategy.
See templateCustomer service feedback
Find out if your customers had positive experiences with your support team.
See templateEmployee satisfaction
Ensure that your support team is happy and can meet customer expectations.
See templateWhy choose SurveyMonkey?
SurveyMonkey is not only easy to use, but it’s also the world’s leading survey platform and powerful enough to help you measure what matters: the needs of your customers and of your employees.
Features to help you accomplish goals
Your business is constantly changing. Our features can help you pivot when you need to:
- Multiple question types for whatever you want to know
- Anonymous surveys that help yield honest answers
- Smart notifications automatically alert you when a customer or employee responds
- Filter by custom variables and link your response data with other customer profile data
Integrations that make work easier
Integrate your survey data with the apps you use every day.
Or, find new ways to reach your customers, employees and peers.
Our most popular integrations are:
Support for when you need it
Get the support that your team needs to launch feedback programmes.
- Our amazing support team includes product experts that help you get the results you’re looking for
- Support the way you want it with phone, email and live chat options for getting in touch
- Tutorials and video demos, available within our robust Help Centre for those who want to explore on their own
Customer support teams are among SurveyMonkey users from
these world-class brands
Advice from customer support leaders
Common mistakes and best practices on how to avoid them
Common mistakes
Looking for ways to improve your programme or motivate your employees? Here are some things you can avoid:
Measuring things you don’t plan to take action on
Only ask your respondents questions you intend to respond to and improve upon.
Being biased
Try not to use surveys to prove your theory, but instead to get an unbiased insight into how people are thinking.
Using slang or language that isn’t meant for a global audience
Instead, aim for clarity and asking questions that will yield responses from people, wherever they’re located.
Best practices
Want to know what customer support experts suggest? Check out these tips:
Design a survey that’s going to get you data
Keep surveys short and send them at the right time when you know respondents will answer, such as immediately after a transaction.
Share customer pain points across your organisation
Bring visibility to the challenges your customers are facing by sharing the feedback, especially with product teams.
Categorise your customer support issues and report on them
Define metrics for support cases and make sure you have the team aligned to deliver on them.
Resources that customer support professionals find helpful
Choose a plan that works for you
Get an individual plan with features that you need, or create a team instead!
Contact us today
Learn more about our solutions and schedule a demo.
- Manage multiple users and gain visibility into all survey data collected across your organisation with admin controls and dashboards.
- Ensure that confidential data is protected with enhanced security, including encryption, SSO and features that help you remain compliant with HIPAA and GDPR.
- Make feedback automated and actionable by connecting to key business systems using APIs and powerful integrations, including Salesforce, Marketo, Tableau and more.
Discover more resources
Customer satisfaction survey templates
Explore our customer satisfaction survey templates to rapidly collect data, identify pain points and improve your customer experience.
How to identify customer needs
Refine your market research approach with our guide to identifying customer needs and what UK shoppers are looking for in 2024.
How the SurveyMonkey Salesforce integration helps you improve CX scores
How to combine the power of Salesforce customer data with the feedback capabilities of SurveyMonkey to improve CX.
Get feedback you can act on with online evaluation forms
Unlock the power of feedback with SurveyMonkey's online evaluation forms. Start with our form builder today!
Explore our toolkit directory
Access more toolkits for a variety of roles
NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.