CX360
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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

Why four

Feedback only matters if something happens next. CX360 connects the question, the score, the case and the fix.

In detail

What each capability includes

Scroll through each one to see what it does and what it gives your team.

Survey rules

  • Event triggerOn
  • Conditional follow-upOn
  • ConsentChecked

Listen

Ask at the right moment, in the customer's language, without asking too often. Surveys stay short and live where customers already are.

  • 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

Measure

Every answer is scored the same way, so one channel can be compared with another. Classification decides which feedback needs a case.

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

Resolve

Negative feedback automatically creates a case. Someone owns it, the clock is visible, and it cannot quietly disappear.

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

Improve

Closing a case fixes one problem for one customer. History and analysis help you fix the cause for everyone.

  • Customer 360° profile, with feedback and case history across channels
  • Root Cause Analysis (RCA)
  • Corrective and Preventive Actions (CAPA)
  • CX Improvement Register

The CX360 loop

Four capabilities, one full circle

CX0°

Listen

Short WhatsApp questions, sent when the event happens.

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