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Customer Feedback Campaigns

Customer feedback campaigns help businesses collect insights about customer experiences, satisfaction levels, and service quality.
These campaigns can be executed through agents or digital channels such as SMS, WhatsApp, and Email.

1. Post Purchase Feedback Campaign (Agent-Handled)​

John is a Customer Experience Manager at a retail company. After completing a promotional sales campaign, he wants to understand how customers felt about their buying experience.

Instead of sending automated surveys, John decides to assign the campaign to his customer care team to gather more detailed and meaningful feedback.

He creates a Customer Feedback Campaign and selects customers who recently made purchases. The campaign is assigned to a group of agents.

When the campaign starts, agents begin calling customers. They ask simple questions about the purchasing experience, product satisfaction, and overall service quality.

Customers share their opinions openly. Some provide positive feedback, while others highlight areas for improvement. Agents record all responses in the system.

At the end of the campaign, John reviews the feedback and identifies common trends, including customer satisfaction levels and key issues that need attention.

Key Actions Performed​

  • Create a Customer Feedback Campaign
  • Select customers from CRM based on recent purchases
  • Assign campaign to agents
  • Agents collect feedback through calls
  • Record responses in the system
  • Analyze feedback for insights

Benefits​

  • Detailed Customer Insights

    • Direct conversations provide deeper understanding

  • Improved Service Quality

    • Identify gaps and areas for improvement

  • Personalized Interaction

    • Customers feel heard and valued

  • Actionable Feedback

    • Collect specific suggestions and concerns

Business Impact​

  • Enhanced customer satisfaction
  • Better product and service improvements
  • Stronger customer relationships

2. Service Rating Campaign (Multi-Channel)​

Emily is a Support Operations Manager at a service-based company. She wants to measure customer satisfaction after resolving support tickets.

She creates a Customer Feedback Campaign targeting customers whose tickets were recently closed.

Instead of using agents, Emily chooses a multi-channel approach to make it quick and easy for customers to respond.

The campaign is configured to send:

  • SMS with a quick rating link
  • WhatsApp message with interactive buttons (for example, rate 1 to 5)
  • Email with a short feedback form

Customers receive the feedback request shortly after their issue is resolved. Many customers respond quickly using their preferred channel.

All responses are collected and analyzed in the system, allowing Emily to measure satisfaction levels and identify service improvement areas.

Key Actions Performed​

  • Create a Customer Feedback Campaign
  • Select customers based on recently closed tickets
  • Choose channels (SMS, WhatsApp, Email)
  • Configure rating links and feedback forms
  • Launch campaign
  • Collect and analyze responses

Benefits​

  • Quick Feedback Collection

    • Easy for customers to respond

  • Multi-Channel Engagement

    • Reach customers on their preferred platform

  • Measurable Satisfaction Scores

    • Collect structured ratings (e.g., 1–5)

  • Faster Insights

    • Immediate feedback after service interaction

  • Scalable Approach

    • Handle large volumes of customers

Business Impact​

  • Improved service quality
  • Faster issue resolution improvements
  • Increased customer retention
  • Better performance tracking for support teams
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