CSAT
Customer satisfaction. A face rating captures how the customer felt about an experience.
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
Try it
Answer a survey and watch what happens
Pick a survey and answer it as a customer would. The panel shows how CX360 responds. Thresholds here are examples.
CXCX360 surveyWhatsApp
How was your digital onboarding?
What CX360 does
- Score recordedWaiting for an answer
- Feedback classifiedAutomatic classification runs on the answer
- Follow-up askedThe next question depends on the answer
- Case threshold checkedNegative feedback automatically creates a case
- Added to Customer 360°Kept with the customer's feedback and case history
What gets measured
Three scores, one consistent method
CSAT, CES and NPS are scored the same way across channels, so they can be compared.
CES
Customer effort. A face rating captures how easy or hard something was to get done.
NPS
Net Promoter Score. A 0-10 scale captures how likely the customer is to recommend you.
Built to respect customers
Short, timely and never too often
A survey only helps if customers are happy to answer it.
Event-triggered survey
- Digital onboarding finishedEvent
- CSAT surveyQueued
Sent when something happens
Surveys are triggered by events in your channels, so customers are asked about an experience they have just had.
Questions that adapt
Conditional follow-up questions ask for more only when the answer calls for it. A happy customer is not asked what went wrong.
Protection from survey fatigue
The rule engine controls who is asked and when, so customers are not asked again and again.
Consent built in
Consent controls sit in front of every send, alongside data minimisation and retention controls in the platform.
In the customer's language
Micro-surveys are multilingual, so the question can reach customers in a language that suits them.
WhatsApp is the channel, CX360 is the system behind it
WhatsApp and SMS message fees are paid directly to the provider. They sit outside the CX360 scope.
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