Implementation
The path we’ll take together.
Toward exceptional CX.
Implementation
It’s simple.
In-person or online.
Others have done it. You can too. Our team of consultants will guide you through the entire implementation from start to finish — including setting up the right processes and embedding customer experience into the way your company works.
We’ll Need Your Input
We’ll Handle It
Testing the Final Solution
For these steps, we’ll need your collaboration — in person or online. The goal is simple: gather as much insight from you as possible to ensure everything is set up the right way.
This phase is entirely on InsightSofa. Based on the agreed scope, we configure the platform end-to-end so it works exactly the way you need.
Final testing happens on both sides. Together, we verify that everything runs exactly as agreed — smoothly, reliably, and ready for launch.
We’ll Need Your Input
For these steps, we’ll need your collaboration — in person or online. The goal is simple: gather as much insight from you as possible to ensure everything is set up the right way.
We’ll Handle It
This phase is entirely on InsightSofa. Based on the agreed scope, we configure the platform end-to-end so it works exactly the way you need.
Testing the Final Solution
Final testing happens on both sides. Together, we verify that everything runs exactly as agreed — smoothly, reliably, and ready for launch.
Implementation Steps
Steps of average implementation
Project Kickoff
Once the proposal and order are approved, we begin the implementation and prepare all inputs required to set up the project.
Initial Analysis
Together, we review your goals, processes, and expectations. Based on our experience, we design the most effective way to measure customer or employee experience.
Customer Journey Mapping
We identify the key moments when customers or employees interact with your company and select the touchpoints where experience will be measured.
Survey and Methodology Design
We define the survey questions, measurement methods (such as NPS, CES, and CSAT), and survey logic to ensure the data collected delivers real insight.
Survey and Communication Design
We design the surveys and invitations to match your brand identity, ensuring communication with customers feels professional and consistent.
Feedback Timing Rules
We determine when and how often respondents will be invited to provide feedback after interacting with your company, ensuring the data remains accurate and relevant.
Data Setup and Integrations
We define the data parameters you want to track and prepare integrations between InsightSofa and your systems (API, CSV, sFTP, and more).
Feedback Management Processes
We design internal workflows that trigger when a customer is dissatisfied — such as case assignment, alerts, or escalation.
Complete Setup and Testing
We fully configure InsightSofa, set up all touchpoints, and conduct both internal and pilot testing.
Launch and Growth
After final approval, we launch the system, train your team, and after the first month, review the results together and optimize where needed.
