CX360
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A Capricon Solutions product

Turn WhatsApp feedback into resolved cases

CX360 is a WhatsApp-based customer experience, feedback and complaint-resolution platform.

Book a demoSee how it works
A customer in headphones smiling at her phone against an orange backdrop

How was your digital onboarding?

Case created

New

Owner assigned. Response and resolution SLAs running.

About CX360

CX360 helps your team hear customers on WhatsApp, act on negative feedback and fix what caused it.

  • Face-rating CSAT and CES
  • 0-10 NPS
  • Event-triggered surveys
  • Conditional follow-up questions
  • Consent controls
  • Channel analytics
  • Case thresholds
  • Assigned owner
  • Response and resolution SLAs
  • Multi-level escalation
  • Officer workbench
  • Full audit trail
  • Root Cause Analysis
  • CX Improvement Register

Channels

Every channel, one view of the customer

CX360 complements the channels you already run. Their events trigger surveys, and every answer comes back to one place.

WhatsApp

A hand holding a phone showing a CX360 survey in WhatsApp, with a face rating and a 0 to 10 score

WhatsApp

Short, multilingual micro-surveys customers answer in the chat.

A laptop showing a completed digital onboarding page and a WhatsApp survey sent message

Website

Website discovery and digital onboarding events trigger a survey.

A hand holding a phone showing a completed request in a mobile app and a WhatsApp survey sent message

Mobile app

Mobile app and web portal events trigger a survey.

A smiling call-centre agent wearing a headset, working at her computer

Call centre

Call ended

WhatsApp survey sent

Call centre

Call-centre events trigger a survey.

A finger touching a face rating on a CX360 touchscreen kiosk
Optional add-on

Kiosk

Branch and walk-in feedback, on a touchscreen kiosk or QR code.

Every answer, one view of the customer

  • WhatsApp

  • Website

  • Mobile app

  • Call centre

  • Kiosk

CX360Scored, classified and tracked

Core capabilities

Listen. Measure. Resolve. Improve.

Four connected capabilities take customer feedback from a WhatsApp reply to a confirmed resolution.

Listen

Short WhatsApp questions, sent when the event happens.

  • Short, multilingual WhatsApp micro-surveys
  • Face-rating CSAT and CES, plus 0-10 NPS
  • Event-triggered surveys with conditional follow-up questions
  • Rule engine and consent controls to prevent survey fatigue

How easy was it?

Measure

Every answer scored the same way, in every channel.

  • Consistent CSAT, CES and NPS scoring
  • Channel analytics
  • Automatic feedback classification with case thresholds

Channel analytics

  • Website
  • Onboarding
  • App / portal
  • Call centre

Resolve

Negative feedback automatically creates a case.

  • Assigned owner
  • Response and resolution SLAs
  • Multi-level escalation
  • Officer workbench
  • Full audit trail
  • Customer confirmation before closure

Case

SLA running

Response SLA

Improve

The full history behind each case, and a way to fix the cause.

  • Customer 360° profile
  • Root Cause Analysis (RCA)
  • Corrective and Preventive Actions (CAPA)
  • CX Improvement Register
360°

Customer profile

Feedback and case history across channels

Micro-surveys customers answer inside WhatsApp

Face ratings capture CSAT and CES, and a 0-10 scale captures NPS. A rule engine and consent controls prevent survey fatigue.

  • Event-triggered
  • Multilingual
  • Conditional follow-ups
  • Consent controls
CX

CX360 survey

on WhatsApp

How was your digital onboarding?
Sorry about that. What went wrong?
It took too long to finish.
Thanks. How likely are you to recommend us, from 0 to 10?
012345678910
A contact-centre agent wearing a headset, working at her computer in a busy office

Case and SLA flow

Negative feedback automatically creates a case

A case opens

Automatic classification and case thresholds create the case from negative feedback.

Case

New
OwnerPending
Response SLA
Resolution SLA
EscalationLevel 1
Customer confirmationWaiting
Audit trail
An officer working at a laptop in a dimly lit office

Customer 360° profile

Feedback and case history

  • CSAT survey answeredMobile app
  • NPS survey answeredCall centre
  • Case closed after confirmationWebsite

Customer 360°

Every customer's feedback and cases in one profile

The Customer 360° profile holds feedback and case history across channels, so the root cause is easier to find and fix.

  • Root Cause Analysis

    Find out why it happened.

  • Corrective and Preventive Actions

    Fix it, and stop it happening again.

  • CX Improvement Register

    Track the improvement work.

The CX360 loop

Four capabilities, one full circle

CX0°

Listen

Short WhatsApp questions, sent when the event happens.

Dashboards

A view for every role

Executive, CRM, officer and supervisor views, plus a standard report catalogue.

CX360

CSAT

CES

NPS

Feedback by channel

  • Website
  • Onboarding
  • App / portal
  • Call centre

Illustrative views, not real data.

Integration

  • API and webhook gateway
  • Integration monitoring
  • Retry and reprocessing
  • Optional sync with an existing ticketing or CRM system

Security

  • Role-based access
  • Data minimisation
  • Consent and retention controls
  • Audit logging

Handover

  • Role-based training
  • Documentation
  • Warranty
  • Annual maintenance

Scope

What is included, and what is not

CX360 complements your existing websites, apps, portals, core banking and telephony.

Included

  • WhatsApp micro-surveys with CSAT, CES and NPS
  • Rule engine and consent controls
  • Website, onboarding, app or portal and call-centre touchpoints
  • Channel analytics and automatic feedback classification
  • Case management with SLAs, escalation and a full audit trail
  • Customer 360° profile, RCA, CAPA and CX Improvement Register
  • Executive, CRM, officer and supervisor dashboards, plus a standard report catalogue
  • API and webhook gateway, with monitoring, retry and reprocessing
  • Role-based access, data minimisation, consent and retention controls
  • Role-based training, documentation, warranty and annual maintenance

Not included

  • Replacing websites, apps, portals, core banking or telephony
  • KYC or financial transaction processing
  • Historical data migration
  • Legacy-system remediation or new features inside source channels
  • Kiosk hardware and multi-branch rollout
  • WhatsApp and SMS message fees, paid directly to the provider
  • Other messaging channels and specialised regulatory complaint reporting

Optional add-ons

  • Branch touchscreen kiosk or QR survey
  • SMS survey channel
  • AI and predictive analytics (future)

If an existing ticketing system is in place, CX360 can integrate with it, but one system of record must be agreed per case process.

The integration method, real-time API and webhook or scheduled exchange, is decided after technical assessment.

Questionnaires, SLA policies, hosting and commercials are confirmed during discovery.

Platform

Explore the platform

See how CX360 takes feedback from a WhatsApp reply to a confirmed resolution.

A city skyline at sunset under an orange sky

See CX360 in a demo

Walk through WhatsApp surveys, the case and SLA flow, Customer 360° and the dashboards with Capricon Solutions.

Book a demo