Social CX Post-service Surveys
Your customers’ opinion, at the right moment
Post-service surveys (EPA) arrive automatically when each conversation ends, on the same channel, while the experience is still fresh. Results go straight into Social CX reports.
Talk to an expert
We have advised major brands in 16 countries
Why measure with post-service surveys
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Real data
Feedback from far more customers than the small share who answer email surveys.
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Early detection
Alerts on detractors so you act before the customer leaves.
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Evidence-based improvement
Find which agents, channels or processes drive higher and lower satisfaction.
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When memory is freshest
The survey arrives while the experience is fresh, right as the interaction closes.
How it works
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Design the survey
Questions, buttons and images based on what you want to measure.
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The conversation ends
The survey is sent automatically on the same channel where the customer was served.
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The customer answers in one tap
With buttons inside the chat, no external form.
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Analyze the results
NPS, CSAT and alerts by agent, channel and period in the service reports.
Features
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Your own questions
Design questions and buttons based on the data you want to collect.
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Automatic sending
Surveys sent when each conversation ends, with no agent action.
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Built-in images
Include images in the flow for a friendlier experience.
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Dashboards
All results in the service reports of the Social CX console.
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Results per agent
Satisfaction by agent, team and channel to focus training.
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Detractor alerts
A notice when a negative answer needs follow-up.
Use cases
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Banking
Post-service NPS with detractor alerts.
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Retail
Post-purchase CSAT and delivery experience.
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Healthcare
Satisfaction after each appointment, by specialty.
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Telco
Service quality after a complaint or an installation.
Frequently asked questions
Which channel is the survey sent on?
On the same channel where the customer was served, such as WhatsApp, right when the conversation closes.
Can I design my own questions?
Yes. Questions, buttons and images are configurable based on what you want to measure.
Where do I see the results?
In the Social CX service reports, with detail by agent, channel and period.
Does the agent have to send it?
No. The survey is sent automatically when each conversation ends.
Learn what your customers really experience
Book a call and we’ll show you your surveys running on the right channel.
Request your demo