Feedback Management and APIs: Time to open up

Originally, the technical solution offered by SatisFactory was an online survey system, Sharing-Data. But over the years, we have rethought our strategy and opened up our solution to all data collection tools. The same applies to semantic analysis, exports to CRM tools and even collaborative tools.

Today, we see Feedback Management as the major building block in a flexible, multi-faceted technical ecosystem. So much for the principle. Implementation is based on 3 letters that have become the Alpha and Omega of modern solutions: API.

Opening up to the ecosystem: constraints and opportunities

Some people have always seen APIs(Application Programming Interfaces) as a fantastic opportunity. As early as 2002, Jeff Bezos sent his famous message to all Amazon employees, instructing them to use only the Rest API system: "Anyone who doesn't do this will be fired. Thank you; have a nice day!

Even major publishers such as Microsoft, initially reticent, are gradually opening up to their ecosystems. Since the arrival of its new CEO, Satya Nadella, the Seattle-based company has made considerable progress in this area.

The opportunity offered by APIs is enormous. This opportunity does, however, call for a little humility in relation to the old models. No, an editor, however powerful, can't do and solve everything. It has to accept that it is part of a whole, and that it must communicate with the other elements of that whole - openly and transparently.

But in this way, each editor can concentrate on his core business and delegate the tasks he doesn't want to or can't do.

For operational staff and users, this openness offers the chance to reduce the number of applications used by grouping them together in a single portal solution.

Introducing Feedback, a solution built around APIs

Applied to Feedback Management, the Feedback solution, developed by SatisFactory, integrates into its customers' IS environment. Do you already have an e-mail system? We'll adapt to your needs, so you don't have to pay for 2 separate products. Are you already collecting responses to product surveys using a market tool? We suggest you use the same tool to collect customer feedback.

Feedback is a solution built on an API Rest architecture, open and communicating with its technical environment.

• Sending invitations : Feedback adapts to your sending module to send invitations by email, SMS...
• Contacts: Export your contacts to Feedback from your CRM via API. Feedback takes care of the rest.
• Online questionnaires and other feedback sources : if you already have tools for collecting feedback (online questionnaires, tablets), you can easily integrate all contacts and notes/comments into the Feedback tool.
• Responses and alerts: Send survey responses to your CRM so you can take control of the re-contact. Alternatively, you can process your alerts from Feedback and send the information back to your CRM.
• Semantic processing : If you already use a semantic analysis tool, we can also use it to categorize the comments received as part of your Feedback Management program.

Please contact us for a Feedback demo.

You'll be impressed by its flexibility and ease of use.