Close the loop.
Drive change
Close the loop on every customer issue. Stop feedback falling through the cracks. Resolve individual issues and fix the root causes driving them.
Resolve every customer issue
Route detractor responses and critical feedback to named owners. Close cases when the customer's issue is resolved, with a full audit trail.
Fix recurring experience problems
Spot the themes behind score movement, prioritize the root causes, and ship the changes that stop the same issues coming back.
Prove the program is moving the needle
Connect resolved issues and shipped fixes to score movement. Walk into your next meeting with quantified evidence of CX impact.
Close the inner loop to resolve customer issues
Capture, identify, respond, and resolve. Turn every detractor response into a tracked case with a named owner and a documented outcome.
Capture feedback across the customer journey
Bring responses in from surveys, websites, in-app prompts, SMS, kiosks, and reviews into one place, so nothing gets lost between channels.
Identify issues that need action
AI flags detractor responses, low scores, and critical themes automatically, so urgent issues surface in real time instead of waiting for the next report.
Respond with full context
Route the response to the right owner with verbatim attached, so they can pick up the conversation without going hunting.
Resolve and document the outcome
Close cases when the issue is actually fixed, with a full audit trail that stacks up against regulator scrutiny.
Close the outer loop to improve experiences
Aggregate, find patterns, improve, and measure. Move past one-off fixes to the systemic changes that lift every customer's experience.
Aggregate feedback across every channel
Unify responses from every touchpoint and segment into one view, so you're working from the whole picture.
Find the patterns driving positive and negative feedback
AI surfaces the themes and sentiment behind what customers love and what's frustrating them, so you know what’s working and what isn't.
Improve the experience at the source
Do more of what’s driving positive feedback, and fix the issues causing negative. Build an evidence-backed business case for action.
Measure the impact of every change
Track metrics before and after each fix. Prove which initiatives moved the needle, and defend the budget with quantified ROI.
Resolve customer issues faster with case management
Turn feedback into action with case management. Raise cases, assign owners, and escalate issues.
Create cases that get resolved
Every case lives in one workspace: the owner, the customer conversation, the internal notes, and the status, so nothing slips between tools.
Email customers in one platform
Send personalized emails from inside the case and see every reply in the same thread, so the whole conversation stays in one place.
Track status and close the loop faster
Watch as each case progresses from open to resolved, with internal notes, due dates and audit trails to show exactly what’s been done and when.
Automate follow-up, routing and resolution
The moment a detractor or low score lands, your team is alerted and the customer gets an automatic acknowledgement – so no loop is left open.
Alert your team the moment a score drops
Set rules that notify the right people the instant a detractor or low score comes in, so the right person can act before issues escalate.
Acknowledge the customer straight away
Based on the score, automatically send a thank-you, or a message telling them your team will be in touch, so no one is left wondering.
Send every response to your tech stack
Use our API or CRM, helpdesk and BI integrations to create records automatically, so your team can work each case where they already are.
Frequently asked questions
SmartCX is a dedicated solution for CX teams to drive business outcomes and prove their impact. Close the loop on every response that matters, use data-driven insights to build an evidence-backed case for change, and secure buy-in for CX initiatives. Prove the ROI of your program with the figures your leadership team needs to fund the next step.
Advanced surveys with logic and personalisation, multi-channel distribution across email, SMS, web and in-app, and AI-powered analysis that surfaces the themes driving your scores. Case management closes the loop on every response that matters, so insight turns into action and you can prove the impact of your program.
Most customers see a return within 6 months. ROI depends on your revenue, churn rate and customer base, but research links a 7-point NPS improvement to 1% revenue growth and a 5% retention gain to a 25-95% profit lift. Use the ROI calculator to project the impact on your own numbers, then bring the figures to your CFO. Book a 30-minute call and we'll walk you through what other mid-market CX teams are seeing.
Most customers go live within weeks, not months. There's no six-month implementation and no consultancy retainer required. We work with you to scope the scenarios that matter, set up the platform in your environment, and run a guided trial so you see it working before you commit. Free migration support is included for new paid plans, covering up to three surveys.
Support is included as standard. Phone, live chat and email support on paid plans, with a product-trained team that knows what you're trying to do and helps you do it. Free migration support is included for new paid customers, covering up to three surveys. Our managed services team can take on survey design, distribution and reporting if you want to scale your program without adding internal headcount.
Yes. SmartSurvey connects with Salesforce and HubSpot to pull in contact data, Power BI for advanced reporting, and embeds surveys directly into your websites and apps. With 290+ pre-built integrations plus API and webhook access for custom workflows, feedback flows into the tools your team already uses to take action.
SmartSurvey is ISO 27001 certified and Cyber Essentials Plus accredited. All data is encrypted in transit using TLS and at rest using AES. We're fully GDPR compliant. Localized data storage options are available on request, so you can meet regional data residency requirements wherever your customers are based.
Yes. After we understand what you're looking to achieve, we'll show you a personalized demo built around your scenarios and set you up on a trial so you can get hands-on with the product before you commit. Book a 30-minute call to get started.
