CSAT & Survey Automation

Automate CSAT Surveys and Collect Customer Feedback in Chat

Send CSAT surveys after support interactions, collect ratings and comments, detect dissatisfaction and trigger recovery workflows automatically.

Get Started For Free Chat on WhatsApp

Or start with $150 of credit, enough for a first month of Growth

Acme Support Business account

Your request about the delayed delivery is now closed. How would you rate the support you received?

13:05

★★★★★ Great★★★ Okay★ Poor

★ Poor

13:20

We are sorry to hear that. What went wrong?

13:20

I had to explain the problem three times.

13:21

Feedback sent to a team lead

CSAT 1/5 · Delayed delivery

You will hear from us today

Thank you for telling us. A team lead will contact you to put this right.

13:21

CSAT & Survey Features

Collect satisfaction feedback, measure service quality and recover unhappy customers

  • Automated CSAT Surveys

    Send satisfaction surveys automatically after support interactions.

    • Post-chat CSAT
    • Post-call surveys
    • Rating questions
    • Follow-up comments

  • Service Quality Feedback

    Collect structured feedback about support quality and customer experience.

    • Agent rating
    • Resolution feedback
    • Wait time feedback
    • Experience comments

  • Survey Insights

    Turn customer responses into clear service improvement signals.

    • CSAT trends
    • Sentiment tracking
    • Issue categories
    • Team performance signals

  • Recovery Handover

    Route low scores and negative feedback to the right team automatically.

    • Manager escalation
    • Complaint follow-up
    • Recovery flows
    • Unified history

How CSAT Survey Automation Works

Turn completed support interactions into measurable satisfaction feedback

  1. Support Interaction Ends

    A customer conversation, call, ticket or support case is completed.

  2. MonoChat Sends Survey

    The customer receives an automated CSAT or feedback survey through the same channel.

  3. Analyze or Recover

    Positive feedback feeds reporting, while negative responses trigger recovery workflows.

Example conversations

WhatsApp CSAT survey examples

Short surveys sent at the right moment, in the channel the customer already uses, with an action behind every answer.

  • Turning a 5-star rating into a written comment

    A happy customer rates the chat in one tap and adds a short comment; the score is credited to the agent on the team dashboard.

    Nova Beauty Business account

    Thanks for chatting with Mia today. How did we do?

    15:10

    ★★★★★★★★★

    ★★★★★

    15:12

    Wonderful! Would you like to leave a short comment for Mia?

    15:12

    Write a commentNo thanks

    She found the right shade in two minutes. Super helpful!

    15:13

    Thank you, we will pass that on to her.

    15:13

  • Running an NPS survey after a resolved web chat

    When a chat closes, a two-question NPS survey appears in the same window and every answer is tagged, so managers see what drives the score.

    Atlas Software Typically replies in minutes

    Your chat is closed. How likely are you to recommend Atlas to a colleague?

    17:45

    9–107–80–6

    7–8

    17:46

    Thanks! What would make it a 10?

    17:46

    Faster repliesBetter help docsMore features

    Better help docs

    17:46

    Noted. Our documentation team reviews this feedback every week.

    17:47

  • Post-call survey on WhatsApp after a phone call

    Minutes after a voice call, an approved template asks how it went; a middling score opens a follow-up question and the answer is logged against the call.

    Lumen Finance Business account

    Hi Grace, thanks for calling Lumen Finance today. How was your call with Ethan?

    10:32

    GreatOkayNot good

    Okay

    10:40

    Thanks for the honest answer. What could have been better?

    10:40

    Waiting timeThe solutionSomething else

    Waiting time

    10:41

    Understood. We have shared this with the team that plans our phone shifts. Thank you for helping us improve.

    10:41

Keep exploring

First month of Growth on us

Automate CSAT and Survey Collection

Collect customer satisfaction feedback, detect negative experiences and trigger recovery workflows with MonoChat.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

Claim