Frequently Asked Questions
Typically a few weeks. It depends on the customer journey and the complexity of system integrations.
CX and EX are broad concepts. To price each solution based on what you actually need, we need to understand a few key details. We’ll cover them during the demo, and then provide you with a tailored price.
We support NPS, CSAT, CES, custom surveys, and advanced metrics such as OES and ISI. They can be combined across the customer journey and segments.
InsightSofa is a true omnichannel tool. Email, SMS, WhatsApp, satisfaction terminals, QR codes, voice surveys, and more.
It’s not just about collecting responses. The key is root-cause analysis, automated workflows, and direct integration with team processes and ownership.
Data is stored securely, fully GDPR-compliant, and supports both anonymous and identified feedback as needed.
Yes. InsightSofa is designed as an Experience Management platform that helps organizations measure and improve both Customer Experience (CX) and Employee Experience (EX). Companies can collect feedback from customers and employees in one system, analyze the results, and use them to improve services, processes, and internal culture.
InsightSofa supports a wide range of surveys, including NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), CES (Customer Effort Score), employee engagement surveys, transactional surveys after interactions, and custom questionnaires tailored to specific business needs.
Yes. InsightSofa can automatically send surveys after customer interactions using channels such as email, SMS, QR codes, website widgets, or feedback terminals in physical locations. This allows companies to capture feedback immediately while the experience is still fresh.
InsightSofa not only collects feedback but also provides real-time reports, analytics, and recommendations. Businesses can identify weak points in the customer journey, prioritize improvements, and track whether implemented changes actually improve satisfaction.
Yes. InsightSofa provides interactive dashboards and reporting, allowing managers, departments, or branch teams to access feedback relevant to their area. This makes it easier to identify local issues and implement targeted improvements.
Yes. Surveys and feedback collection can be configured in multiple languages, allowing organizations operating internationally to gather insights from customers and employees across different regions.
InsightSofa can be connected with existing systems such as CRM, helpdesk tools, or internal reporting systems, allowing companies to combine operational data with customer feedback and gain deeper insights into customer behavior and satisfaction.
InsightSofa provides real-time business reports, dashboards, trend analysis, segmentation, and sentiment analysis. These tools help organizations monitor performance metrics, identify trends, and make faster data-driven decisions.
InsightSofa is commonly used by customer experience teams, HR departments, operations managers, branch managers, and leadership teams who want to better understand customer and employee satisfaction and continuously improve their organization.
InsightSofa is designed to be easy to use. Once implemented, most feedback collection and reporting processes are automated. Teams can focus primarily on interpreting results and implementing improvements, rather than managing complex survey tools.
