Turn Customer Feedback from a Chore into a Superpower

Every business wants to be "customer-centric," but many struggle to systematically collect and act on feedback. Traditional methods like annual surveys are too slow, and manually reading through support tickets is impossible at scale. Nviti.ng provides the tools to create a powerful, real-time customer feedback loop.

Step 1: Collect Feedback Effortlessly

The best time to ask for feedback is right after an interaction. Use Nviti.ng's **Workflows** to automate the collection process.

Post-Interaction Surveys

Create a simple workflow: When a support conversation is marked "resolved," wait 10 minutes, then send an automated WhatsApp or chat message: "Thanks for contacting us! How would you rate the support you received from 1 (Poor) to 5 (Excellent)?" This captures feedback in the moment, leading to much higher response rates than email surveys.

Proactive Feedback Requests

You can also use scheduled messages to gather feedback on the product itself. For customers who have been active for 30 days, you could send a message: "Hi [Name], you've been using our platform for a month now. We'd love to know, what is one thing we could do to make it better?"

Step 2: Analyze Feedback at Scale

Collecting feedback is only half the battle. You need to understand it. This is where Nviti.ng's **Conversation Insights** shine.

• Sentiment Analysis: Our dashboard gives you a high-level view of customer sentiment. Are people generally happy, or is there a growing sense of frustration? You can track this over time to see the impact of your changes.

• Intent and Topic Tagging: Our AI automatically tags conversations by topic. You can quickly see the most common feature requests, the most frequent complaints, and the most praised aspects of your service, without manually reading thousands of messages.

Step 3: Act on the Insights

This is the most important step. The insights you gain from Nviti.ng should feed directly back into your business strategy.

• Product Roadmap: If dozens of customers are asking for the same feature, that's a powerful signal to your product team.

• Knowledge Base Improvement: If you see a spike in questions about a specific topic, it means your documentation is unclear. Create a new help article or video to address it.

• Agent Coaching: If you notice a particular agent is consistently receiving low satisfaction scores, it's an opportunity for targeted training and coaching.

Create a Virtuous Cycle

By using Nviti.ng to collect, analyze, and act on feedback, you create a virtuous cycle. You listen to your customers, you improve your product and service, your customers become happier, and they give you even better feedback. This is how you build a truly customer-centric business.

Stop guessing what your customers want. Start asking, and start listening, with Nviti.ng.