Automated CSAT & NPS Feedback Collection
Collect 5x higher response rates on customer satisfaction surveys and automatically route promoters to leave public reviews.
Traditional email survey links suffer from single-digit response rates. CapEngage delivers frictionless 1-click micro-surveys directly inside WhatsApp and SMS right after key customer touchpoints (delivery, support resolution, appointment completion), routing promoters to public review sites and detractors to customer success teams.
Brands lack timely customer feedback to identify service bottlenecks. Standard external survey forms introduce severe friction (logins, long questionnaires, mobile unfriendliness), leading to low sample sizes and biased feedback.
CapEngage uses native WhatsApp interactive quick-reply buttons (1 to 5 stars or 0-10 NPS scale). Responses are logged instantly in the customer's CRM profile, enabling automated routing: 5-star raters get a link to post a Google/G2 review, while dissatisfied users trigger an instant support callback alert.
Step-by-Step Automation Blueprint
How this workflow triggers, evaluates behavioral data, and executes across channels.
Touchpoint Completion Trigger
Delivery confirmation, appointment checkout, or support ticket resolution triggers an automated feedback request workflow.
Frictionless 1-Click WhatsApp Rating
Customer receives a concise WhatsApp message with interactive 1-click star rating buttons or quick-reply chips right inside the chat window.
Promoter & Detractor Branching Logic
High scores (4-5 stars) automatically receive a thank-you note with a 1-tap link to Google Reviews / Trustpilot; low scores (1-3 stars) prompt for qualitative feedback.
CRM Sync & Escalation Workflow
CSAT/NPS scores update customer timeline in CapEngage CDP; negative feedback creates a priority task for the Customer Success manager to reach out within 1 hour.
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