Workflows
Customer feedback
Conversational feedback that fills structured topic and sentiment fields while people describe what actually happened — ready for product and CX readouts.
Open text boxes and CSAT scores rarely explain the story. Customers skip long forms; the few who write leave one-line answers that product and CX cannot prioritize.
This template turns feedback into a short AI interview. Participants describe a recent experience; the agent clarifies, asks for examples, and fills topic and sentiment fields you can chart. You leave with themes, severity, and verbatim asks — not a dump of orphan comments.
Run it after support interactions, product releases, or as a recurring CX wave. Pair with website pulse when friction is page-specific.
Best for
- CX and product feedback programs
- Teams replacing long static surveys
- CRM-segmented recurring feedback waves
Outcomes
- Journey themes with severity
- Delight moments worth protecting
- Concrete improvement asks tied to quotes
How it works
1
Frame one recent experience
Opening copy asks about a specific journey (last purchase, last ticket, last feature use) so answers stay grounded.
2
Capture topic + sentiment fields
Blueprint fields keep analysis sortable while the conversation stays natural. Add severity or journey-stage slots if your team needs them.
3
Distribute via link, CRM, or embed
Email known customers, trigger from CRM, or embed on account pages. Same Insight pipeline and analysis hub.
4
Share quotes with owners
Export or copy theme notes into product briefs. Editable metrics mean you can fix labels before the exec readout.
Sample questions
- QWalk me through what happened in that experience — start wherever feels natural.
- QWhat worked well enough that you would want us to protect it?
- QWhere did you hit friction, and how bad was it on a day-to-day basis?
- QIf you could change one thing next month, what would it be?
Setup tips
- Limit the brief to one journey per wave so themes stay actionable.
- Use pulse shape for in-app prompts; deep dive for invited research panels of power users.
- Segment by plan or tenure in CRM so delight vs churn-risk themes do not mix.
Frequently asked questions
- How is this different from an NPS survey?
- NPS (or our Relationship pulse template) centers on loyalty score. This template centers on explained experiences — better when you need journey themes, not a single recommend number.
- Will customers finish a conversational interview?
- Sessions are designed to feel like a short chat with clear progress. Pulse pacing keeps most feedback under a few minutes; deep dive is for invited research, not cold popups.
- Can we keep structured tags for our taxonomy?
- Yes. Blueprint fields map to your topic categories. The agent fills them during conversation so you still get charts alongside quotes.