Listen360 captures feedback through Net Promoter Score (NPS) surveys sent via email or SMS after a customer interaction
Data Integration
Surveys are triggered automatically based on customer journey milestones or transactions without requiring manual staff action.
Automated surveys are possible by integrating directly with your business's existing Customer Relationship Management (CRM), Point of Sale (POS), or other management software.
The integrated software automatically transmits customer and transaction data files to Listen360. In some cases, one of your team members may generate a file and upload it to Listen360.
Triggers
Instead of human staff manually sending out emails or texts, specific software actions act as "triggers". Triggers may include:
- Closing a sale or completing a retail transaction.
- Checking out of an appointment or fitness class.
- Reaching milestones, such as a customer completing their first 30 days of a subscription or membership.
Filtering and Segmentation
Before a survey is sent, Listen360 runs the synced data through predefined business rules to optimize response rates and protect customer relationships. Some examples include:
- Eligibility checks: The system filters out restricted records, such as accounts marked with a certain status or customers who are minors
- Survey capping: The system checks a customer's survey history to ensure they aren't over-surveyed
Survey Delivery
Once a customer passes the filters, the platform automatically generates a survey and sends it via SMS or email during optimal engagement windows.