What it is
Automated Satisfaction Surveys are AI-powered workflows that send feedback requests to customers after interactions, purchases, or support tickets. Instead of manually following up with customers, the system delivers surveys, collects responses, and analyzes satisfaction scores automatically.
Why it matters
Customer feedback is crucial for improving service quality, but manual survey collection often results in low response rates and delayed insights. Automation ensures consistent feedback loops, real-time analysis, and higher participation, helping businesses measure customer happiness and improve retention.
How it works
- Surveys are triggered automatically after support interactions, product deliveries, or service completions.
- Customers receive surveys via email, SMS, WhatsApp, or in-app notifications.
- AI analyzes responses using sentiment analysis and generates Net Promoter Score (NPS) or CSAT ratings.
- Reports are compiled and shared with managers automatically.
- Negative feedback is flagged for escalation to support teams.
- Trends are tracked over time to monitor customer satisfaction.
