Capability
Listen
Short, multilingual micro-surveys reach customers on WhatsApp when an event happens, with consent controls and a rule engine to prevent survey fatigue.
About CX360
CX360 helps your team hear customers on WhatsApp, act on negative feedback and fix what caused it.
CX360 is a Capricon Solutions product.
Works with what you run
CX360 complements your websites, apps, portals, core banking and telephony. It does not replace them.
Controlled by design
Role-based access, data minimisation, consent and retention controls, and audit logging.
Supported at handover
Role-based training, documentation, warranty and annual maintenance.
What it is
CX360 is a WhatsApp-based customer experience, feedback and complaint-resolution platform. It gives customers a short way to respond, and your team a clear path from that response to a confirmed fix.
What it does
Four capabilities, working together
Capability
Measure
CSAT, CES and NPS are scored consistently, with channel analytics and automatic feedback classification.
Capability
Resolve
Negative feedback automatically creates a case with an owner, SLAs, escalation and an audit trail. It closes only after the customer confirms.
Capability
Improve
A Customer 360° profile, Root Cause Analysis, Corrective and Preventive Actions and a CX Improvement Register turn cases into lasting fixes.
Integration
It fits around the systems you already run
CX360 complements your systems and does not replace them. The method is decided after a technical assessment.
Events reach CX360 as they happen, so a survey can follow the moment closely.
- Integration monitoring
- Retry and reprocessing
- Optional ticketing or CRM sync
One system of record for every case process
Already have a ticketing system? CX360 can integrate with it. You agree which system holds the record for each case process, so nobody works from two versions.
Agreed together
What gets settled with you
CX360 is shaped around your process. These decisions are made with your team, not assumed.
Questionnaires
What each survey asks is confirmed during discovery.
SLA policies
Response and resolution SLAs are confirmed during discovery.
Hosting
Where CX360 runs is confirmed during discovery.
Commercials
Commercial terms are confirmed during discovery.
Integration method
Real-time API and webhook or scheduled exchange, decided after technical assessment.
System of record
One system of record is agreed for each case process where a ticketing system exists.
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