NPS and post-sale on the channel customers already use
Conversational survey after delivery or service — score, reason, and recovery protocol without ignored form.
After-sales stops sending survey link nobody opens or calling days later without context. After delivery, visit, or protocol resolution, customer receives invite on WhatsApp or preferred channel, responds NPS and comment in guided conversation — no long form. Detractor opens recovery queue with order history; promoter may be invited to refer or review. Headquarters sees NPS by unit, product, and reason in near real time — not spreadsheet consolidated at month end.
What blocks you today
Email survey response rate is low; detractor discovered too late. Each unit measures NPS their own way; headquarters consolidates manually. Dissatisfaction recovery starts without order or service context.
What changes in practice
- Conversational NPS and satisfaction survey dispatch on customer's preferred channel
- Score, reason, and comment collection in guided flow — no external form
- Automatic recovery protocol opening for detractor with case context
- NPS aggregation by unit, product, channel, and period
- Integration with CRM, ERP, or adopted CX platform
Business outcome
Response rate rises when survey happens on right channel at right time. Recovery starts with context — not generic call days later. Headquarters corrects operation with fresh data by unit, not manual consolidation.
Where it usually fits
- Retail and e-commerce with high delivery and after-sales volume
- Franchise networks needing to compare NPS between units
- Services with scheduling, technical visit, or recurring service
- Operations with customer service already on WhatsApp but measuring satisfaction elsewhere
- Brands investing in experience but discovering dissatisfaction too late
How it evolves next
With stable conversational NPS, you can connect return protocol, order status, and local marketing in the same channel ecosystem.
- Return and exchange protocol integrated with post-delivery survey
- Manager alert when unit NPS drops below threshold
- Natural language report on satisfaction and recurring reasons
- Automatic invite to promoters for referral or review program
- Social complaint triage with routing to recovery queue
Email survey response rate is low?
Detractor discovered too late? Get in touch — we connect channel, context, and queue the right way.