Surveys · CSAT · NPS
Ask how it went inside the chat.
When a chat ends, the survey appears in the same WhatsApp or web chat: tap a star, add a line, done. Tickets get theirs by email and in the portal. The answer lands on the customer’s record, and a low score rings the team leader.
WhatsApp · the chat just resolvedChat survey
- Reply: Terima kasih kerana menghubungi Teras Home. Bagaimana layanan kami hari ini?Thanks for contacting Teras Home. How was our service today?
Tap to answer
- ★★★★★ Sangat baik (tapped)
- ★★★★ Baik
- ★★★ Sederhana
- ★★ Kurang baik
- ★ Tidak baik
- Customer: Terima kasih, sangat membantu.Thank you, very helpful.
Rated 5 / 5 on Aisyah’s record
With her comment, on the same timeline as the chat and the ticket.
Feedback today
The survey arrives by email three days later. Nobody answers.
“Our CSAT comes from a handful of people.”
The customer chatted on WhatsApp. The survey went to an inbox they never check, from an address they don’t know.
“We find the angry ones in the monthly report.”
A one-star rating sits in a survey tool until someone exports it. By then the customer has left.
“The score lives in another tool.”
Support sees a rating, sales sees a deal, and neither sees both on the same customer.
In the chat
The survey is asked in the chat the customer was already in.
When a chat ends, the survey comes up right there. On WhatsApp the answers are buttons or a list; on web chat they’re chips to tap. Nobody has to open an email or a link.
- WhatsApp: buttons for three answers or fewer, a list for more
- Web chat: tappable chips under the last message
- In English, Bahasa Malaysia and Chinese
Aisyah’s WhatsApp chat with Teras Home. The survey is asked in this same conversation when it ends.
Your questions
Stars, NPS or your own questions, one to ten of them.
Build each survey yourself: stars, thumbs, faces, yes or no, NPS, one or several choices, short or long text. Show a question only when an earlier answer matches, so a low score gets a “what went wrong?”.
- One survey for chats, one for tickets
- “Show if” an earlier answer matches
- Each language’s wording kept beside the default
Chat survey
On
- English · default
- Bahasa Malaysia
- 中文
- 1
Stars
How was our service today?
Required · the score question
- 2
Long text
What could we have done better?
Show if question 1 is 3 stars or fewer
- 3
NPS, 0–10
How likely are you to recommend Teras Home to a friend?
Optional
- Low-score alert
- 2 stars or fewer, or NPS 6 or less, rings the agent and their team leader.
- On WhatsApp
- Asked only inside the 24-hour window, never after an abandoned chat, once per customer per cooldown.
Tickets too
Tickets get their survey by email, and in the customer portal.
Resolve a ticket and the customer gets a survey link by email. They can also answer it in the portal, next to the ticket. A ticket that came in on WhatsApp can be asked in its chat.
- A link by email after every resolved ticket
- The same survey in the customer portal
- The score on the ticket and on the customer’s timeline
TKT-1201, Aisyah’s ticket, resolved. A resolved ticket is what sends the ticket survey.
Low scores
A low score rings the agent and their team leader.
Set what counts as low. When an answer is at or under it, or NPS is 6 or less, the agent and their team leader get a bell, while the customer still remembers the chat.
- Stars at or under your threshold
- Thumbs down, “no”, or NPS 6 or less
- The rating and comment on the customer’s timeline
Aisyah’s record: “CSAT 5 / 5” with her comment, beside the resolved ticket, the WhatsApp reply and the deal.
Results
Reports → Surveys: response rate, CSAT, NPS and every answer.
See how many surveys went out and came back, the CSAT and NPS, and every question’s answers. Filter by agent, team or channel, and export a CSV.
- Response rate, CSAT and NPS
- Every question’s answers, comments included
- By agent, team and channel, with CSV export
Reports → Surveys
Export CSV
- Chat survey
- Last 30 days
- Every agent
- Every team
- Every channel
- Asked
- 40Chat surveys asked
- Answered
- 1845 % response rate
- CSAT
- 83 %15 of 18 gave 4 or 5 stars
- NPS
- +427 promoters, 2 detractors of 12
1. How was our service today?
18 answered · average 4.2
- 5 stars10
- 4 stars5
- 3 stars1
- 2 stars1
- 1 star1
Polite by default
Never after an abandoned chat, and never too often.
On WhatsApp the survey goes out only inside the customer’s 24-hour window. It isn’t sent after a chat the customer abandoned, and a cooldown keeps one customer from being asked again too soon.
- Inside the 24-hour window only
- Not after an abandoned chat
- A cooldown you set, per customer
Mohd Irfan’s WhatsApp chat in our demo workspace: the banner counts down what’s left of his 24-hour window. The survey is asked only while it’s open.
Connected to everything else in Axonave
The score lands where the customer already is.
Surveys are part of the same inbox, helpdesk and CRM. A rating is on the chat, the ticket and the customer’s timeline without an export.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Omnichannel inbox
The chat survey is asked in the conversation the agent just closed.
Helpdesk
Every resolved ticket can send its survey by email and the portal.
CRM
Ratings and comments on the contact’s timeline, beside deals and tickets.
Reports
Reports → Surveys sits in the same menu as chats and tickets.
One low score
Two stars at 4:12 pm. A call back by 4:30.
An example of what a low score sets off. The rating and the alert are what Axonave does; what the team leader does next is up to them.
- 4:05 pmAn agent resolves a WhatsApp chat about a late delivery.
- 4:05 pmThe survey is asked in the same chat, in Bahasa Malaysia, the language the customer wrote in.
- 4:12 pmTwo stars. Because the score is low, the next question shows: “What could we have done better?”
- 4:13 pm“Nobody told me the new date.” The agent and their team leader get a bell.
- 4:20 pmThe team leader opens the customer’s record: the chat, the ticket and the two stars on one timeline.
- 4:30 pmThey reply in the same WhatsApp chat with the new delivery date.
An example in Teras Home, our demo workspace. The times, the score and the words are illustrative.
WhatsApp · the chat just resolvedChat survey
- Reply: Terima kasih kerana menghubungi Teras Home. Bagaimana layanan kami hari ini?Thanks for contacting Teras Home. How was our service today?
Tap to answer
- ★★★★★ Sangat baik
- ★★★★ Baik
- ★★★ Sederhana
- ★★ Kurang baik (tapped)
- ★ Tidak baik
- Reply: Apa yang boleh kami lakukan dengan lebih baik?What could we have done better?
- Customer: Tiada siapa beritahu saya tarikh baru.Nobody told me the new date.
Low score: a bell for the agent and their team leader
Rated 2 / 5 on the customer’s record
With the comment, on the same timeline as the chat about the late delivery.
Where an answer in the chat beats an email survey
Retail and e-commerce
A rating after every delivery chat, in the customer’s language.
Customer support teams
CSAT per agent and team, with the low scores rung through.
Clinics and services
A quick rating after a booking chat, on WhatsApp where patients already are.
Questions about surveys
Where do customers answer the survey?
In the chat they were in. On WhatsApp the answers are buttons or a list; on web chat they’re chips. Ticket surveys go by email link and are in the customer portal too.
Which question types can we use?
Stars, thumbs, faces, yes or no, NPS, one choice, several choices, short text and long text. One to ten questions, each shown only if an earlier answer matches, if you like.
Can the survey be in Bahasa Malaysia and Chinese?
Yes. Each survey can be in English, Bahasa Malaysia and Chinese, with the default language’s wording kept for every question.
Will customers be asked after every chat?
No. On WhatsApp it’s asked only inside the 24-hour window, never after an abandoned chat, and a cooldown you set keeps one customer from being asked again too soon.
What happens with a low score?
You set the threshold. An answer at or under it, a thumbs down, a “no”, or NPS 6 or less rings the agent and their team leader. The rating and comment are on the customer’s timeline.
Where are the results?
Reports → Surveys shows the response rate, CSAT, NPS and every question’s answers, by agent, team and channel, with CSV export. Ticket reports show their surveys too.
Which plan includes surveys?
Every plan. Surveys come with the Helpdesk and Chat modules, so Basic has them too.
Is there a free trial?
Yes. Try Pro free for 14 days, surveys included. No card needed.
See a survey answered inside WhatsApp.
We reply within one business day by email or WhatsApp.