Ask after the interaction, not a week later.
Survey sends CSAT, NPS, and first-contact-resolution questions through the same channel the customer already used, and ties each answer to the conversation or call that caused it.
A survey that arrives three days late measures memory, not service. Here the trigger is the resolved conversation or the ended call, and the answer attaches to that record – which is what makes per-agent and per-queue quality measurable.
The trade-off is deliberate: fewer questions, asked at the right moment, with a response rate you can see.
- CSATPost-interaction score per conversation or call
- NPSRelationship question on a fixed cadence
- FCRResolution claimed and confirmed
- 1Answer attached to the record that caused it
Short forms, because long forms lie.
The builder supports scale, single choice, multi choice, and open text, with branching on the previous answer. Templates for CSAT, NPS, and FCR are provided so a team is not designing a questionnaire from scratch on a Friday.
- Question types: scale, choice, text, with branching
- CSAT, NPS, and FCR templates ready to use
- Required and optional per question
- Draft and active states per survey
Same channel, right moment.
Delivery follows the conversation: a WhatsApp survey link after the thread is resolved, an IVR survey at the end of a call, and email where email is the relationship. Reminders are capped so a dissatisfied customer is asked once, not four times.
- Trigger on conversation resolution or call end
- WhatsApp, webchat, email, and IVR survey delivery
- Reminder cap with opt-out respected
- Response window and expiry per survey
Scores you can trace back to a shift.
Answers are reported per agent, team, channel, and period, with verbatim comments available beside the score. Because each response links to its record, a low score can be read against the actual conversation instead of argued about.
- CSAT and NPS per agent, team, channel, period
- Verbatim comments with the linked conversation
- Response rate visible, not hidden
- Export for the monthly service review
What Survey covers
Builder
Scale, choice, and text questions with branching.
Templates
CSAT, NPS, FCR starting points.
Triggers
On resolution, on call end, or scheduled.
Channels
WhatsApp, webchat, email, IVR.
Reporting
Scores per agent, team, channel, period.
Verbatim
Comments linked to the source record.
Questions about measuring service
How soon after the interaction?
Immediately on resolution by default; the delay is a per-survey setting.
Can customers opt out?
Yes, opt-out is stored with the contact and enforced by every delivery channel.
Do we need a separate survey vendor?
No, delivery and reporting are part of the suite.
Can we survey phone calls?
Yes, through the IVR survey node at the end of the call.
See this app running on your own data.
We install the suite on your server or in our cloud, then walk your team through the exact flow you described.