Build your custom plan
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Feedback
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From 25K open-text feedback analyzed
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Send Surveys
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Survey touchpoints
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- Email
- Website or in-app snippet
- WhatsApp
- SMS
- QR
- and more
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Survey types
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- NPS (Net Promoter Score)
- CSAT (Customer Satisfaction Score)
- CES (Customer Effort Score)
- Multiple choice
- Open text
- and more
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Advanced survey capabilities
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- Branching question logic
- Survey analytics
- Quarantine groups
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Metadata filters
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Include all known customer data and interaction details with survey answers, enabling analysis of different customer segments. |
Centralize Feedback
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Integrate third-party surveys
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- Manual upload
- FTP upload
- API upload
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Integrate public reviews
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- Google reviews
- Trustpilot reviews
- App Store reviews
- Facebook reviews
- Tripadvisor reviews
- and more
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Add implicit feedback
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- Support tickets (email, chat, helpdesk)
- Phone call transcripts
- Chatbot conversations
- more types available
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View Feedback
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Default & Custom dashboards
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Customizable dashboards with widgets for survey questions and text analysis. Mix data from multiple touchpoints, apply filters, export to reports and automatically send to your colleagues. |
Team ranking & Comparison
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Compare teams on scores, sentiment, response rates, ISAAC categories. |
Smart filtering on metadata
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Filter feedback not just by answers, but by the context behind them. Use details like customer segment, purchase amount, or date to narrow results and uncover patterns. |
Feedback inbox
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Overview of all feedback, with detailed view of survey answers, participant info and metadata. |
Translate feedback from any language to yours
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- 7 Platform languages
- 30+ Survey languages
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Engage with Respondents
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Feedback statuses
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Assign statuses to conversations for smooth follow-up. |
Automated responses
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Send automatic, tailored replies to customers after surveys. |
Feedback alerts
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Get notified (immediately or scheduled) when feedback meets certain criteria (score, topic, etc.). |
Text and Sentiment Analysis
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AI text & sentiment analysis (ISAAC)
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Analyzes open-text feedback, categorizes it, and assigns sentiment so you can quickly see what customers are talking about. |
Create your own taxonomy & categories
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Build or adjust your own ISAAC taxonomy for tailored categorization. |
Ask ISAAC
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CX-specialised AI agent that performs advanced data analysis, interprets CX frameworks and answers questions about your CX performance. |
Prioritize
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Key driver analysis
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Goes beyond counting mentions, identifies which factors drive overall satisfaction or dissatisfaction, helping you know what to prioritize and forecast outcomes. |
Potential gain analysis
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Shows how much your score could improve if unhappy customers on a certain topic became happy ones, a tool for prioritization. |
Automated summaries & recommendations
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Auto-generated overviews of discussed aspects with improvement recommendations |
Feedback alerts: trends
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Monitor score/topic patterns, set thresholds and get alerts when they’re reached. |
Operations and Support
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Dedicated Support
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- Standard and Priority Support
- Dedicated Customer Success Manager
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Onboarding
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Kick-off, technical setup and hands-on workshops to get you live fast. Includes pre/post-launch checks and a launch plan tailored to your use case. |
Enterprise-level security
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- European data hosting
- ISO27001
- GDPR
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Data export
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Team management
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- SSO
- Team and user management via API
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