Hear from customers while it still matters.
Unhappy customers followed up while it still matters, with short surveys after each contact and AI agents that flag low scores to your team in real time.
Hear from customers while it still matters.
Unhappy customers followed up while it still matters, with short surveys after each contact and AI agents that flag low scores to your team in real time.
Customer satisfaction and feedback
Most feedback arrives too late to act on. Surveys go out days after the contact, response rates are low, and an unhappy customer is only noticed when they complain or leave. Scores sit in separate tools, so teams cannot see which contacts and agents drive satisfaction.
We run post-call and post-contact surveys, including agent scores, CSAT and NPS, by SMS, email and automated voice for water, energy and transport clients. When a customer gives a low score, your team gets a real-time alert, and the customer can be taken straight into live chat with a customer service agent. Every response is reported in a dashboard and written back to your CRM.
- ✓ContactSurvey sent after a call
- ✓SurveyCustomer leaves a low score and a comment
- ✓UnderstandComment analysed: a missed callback
- ✓RouteCustomer taken into live chat with an agent
- ✓IntegrateFeedback and follow-up written to CRM
- ✓ReportFeedback and follow-up reported
- ✓ContactSurvey sent after a call
- ✓SurveyCustomer leaves a low score and a comment
- ✓UnderstandComment analysed: a missed callback
- ✓RouteCustomer taken into live chat with an agent
- ✓IntegrateFeedback and follow-up written to CRM
- ✓ReportFeedback and follow-up reported
- ✓ContactSurvey sent after a call
- ✓SurveyCustomer leaves a low score and a comment
- ✓UnderstandComment analysed: a missed callback
- ✓RouteCustomer taken into live chat with an agent
- ✓IntegrateFeedback and follow-up written to CRM
- ✓ReportFeedback and follow-up reported
Unhappy customers are followed up while the contact is fresh, and you can see satisfaction by contact type and agent. You can track the follow-up rate for low scores.
Free discovery, then live in 4-8 weeks from sign-off of the solution design. Then we host, monitor and improve it. See how it works
Kraken, SAP, Salesforce and in-house billing systems, through file exchange or API. No replacement programme.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.