Surveys & Feedback — IVR, SMS & Post-Call CSAT Capture
Capture customer feedback the moment it matters — post-call IVR surveys, SMS and WhatsApp questionnaires that measure CSAT, NPS and satisfaction automatically.
Overview
Feedback is only useful if you actually collect it, and the best time to ask is right after an interaction. Office24by7 automates feedback capture across channels: a post-call IVR survey where the customer presses a key to rate the agent, an SMS or WhatsApp questionnaire sent after a ticket closes, or a voice survey as part of a broadcast. Because it is automated, surveys reach every customer without manual follow-up and the feedback reflects the experience while it is fresh.
Every response is scored and tied to the interaction, agent and customer record, so a low CSAT can trigger a follow-up workflow, alert a supervisor or open a service recovery task automatically. Aggregate dashboards show CSAT and NPS trends by team, campaign and disposition, turning scattered opinions into measurable quality signals you can act on. Surveys are quick to build and reuse across voice, SMS and WhatsApp without any coding.
Explore Omnichannel Communication →- ✓ Post-call IVR press-key satisfaction surveys
- ✓ SMS and WhatsApp feedback questionnaires
- ✓ Measure CSAT, NPS and star ratings
- ✓ Low scores trigger alerts and recovery tasks
- ✓ Results tied to agent, interaction and CRM record
- ✓ Trend dashboards by team, campaign and disposition
Everything Surveys & Feedback gives you
IVR Surveys
Ask customers to rate the agent or experience with press-key responses right after a call.
SMS & WhatsApp
Send short feedback questionnaires by SMS or WhatsApp after a ticket or delivery closes.
CSAT & NPS
Capture satisfaction scores, net promoter ratings and star feedback in a structured way.
Alert on Low Scores
Trigger a supervisor alert or service-recovery task automatically when a rating is poor.
Trend Dashboards
See CSAT and NPS trends by team, campaign, agent and disposition over time.
CRM-Linked Results
Attach every response to the interaction, agent and customer record for full context.
How the agent works with Surveys & Feedback
The Flow-Cognition Agent runs a real loop on your Surveys & Feedback data — grounded in your records, governed and logged.
Sense
Reads each survey response with its call, ticket and agent.
Decide
Spots low scores and recurring complaint themes.
Act
Opens recovery tasks, alerts supervisors and updates CSAT dashboards, with every step logged.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
Live in four steps
Build a Survey
Create a short IVR, SMS or WhatsApp survey and choose its questions.
Set the Trigger
Send it after a call ends, a ticket closes or a campaign completes.
Collect Responses
Customers rate the experience via keypress or a quick reply.
Act on Results
Scores flow to dashboards and low ratings trigger follow-up.
Where teams put it to work
Post-call CSAT
A support centre runs a two-question IVR survey after every call, and any rating below three automatically opens a recovery task for a supervisor to call the customer back.
Ticket satisfaction
A service business sends a WhatsApp survey when a ticket closes, tracking CSAT by agent and category to spot where quality is slipping.
NPS pulse
A company sends periodic SMS NPS surveys to customers, feeding scores into a dashboard that shows promoter and detractor trends over the quarter.
The payoff
Higher response rates
Asking right after the interaction, while it is fresh, makes feedback more accurate and easier to act on.
Faster service recovery
Low scores trigger alerts and tasks so unhappy customers are followed up before they churn.
Agent-level insight
Feedback tied to each agent and disposition shows exactly where coaching is needed.
Trends you can act on
CSAT and NPS dashboards turn scattered ratings into measurable quality signals over time.
Questions, answered
After a call ends, the customer is offered a short survey where they press keys to rate the agent or experience. The response is captured instantly and tied to that call, agent and customer record.
Yes. You can trigger SMS or WhatsApp questionnaires after a ticket closes, a delivery completes or a campaign ends, letting customers respond with a quick tap or reply at their convenience.
Surveys can measure CSAT, NPS, star ratings and structured multiple-choice or press-key responses, and results roll up into dashboards you can filter by team, agent, campaign and disposition.
A low rating can automatically alert a supervisor and open a service-recovery task, so an unhappy customer is followed up quickly instead of the feedback sitting unseen in a report.
Every response is linked to the interaction, agent and customer in the CRM, and aggregate scores feed trend dashboards, so feedback becomes actionable data rather than isolated opinions.
Related capabilities
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WhatsApp Business API — Conversations, Bots & Broadcasts
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Call Center — Inbound Queues & Outbound Campaigns
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Communication Analytics — Every Conversation, Measured
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Sentiment Analysis — Read the Tone of Every Message
Score the tone of calls, chats and survey comments automatically, and flag unhappy customers for quick follow-up…
See Surveys & Feedback in your workflow
Start free, or get a guided walkthrough with our team — on the one platform that runs Omnichannel Communication and your whole business.