Ask at the right moment, every time:
and never miss an unhappy customer
Feedback requests sent at the wrong moment, or not sent at all, mean most businesses only hear from customers who are angry enough to complain unprompted. An agent asks at a well-timed moment after a purchase, scores the response, and flags detractors for a human to follow up before the quiet dissatisfaction turns into a lost customer.
The process today
Most feedback requests go out on a fixed schedule that has nothing to do with whether the customer actually had time to form an opinion yet, too soon after a purchase and the question gets ignored, too long after and the memory of the experience has already faded. Teams that review this usually find response rates sit well below what a well-timed ask would get, not because customers do not have opinions, but because the timing missed the window where they were willing to share one.
The second cost is what happens to the answers once they arrive. A low score with a comment attached is exactly the signal a business most needs to act on quickly, and yet it often sits in a spreadsheet or a survey tool’s dashboard that nobody checks daily, so a customer who flagged a real problem gets no follow-up at all, and quietly does not come back.
The third cost is that most businesses only hear from the extremes without prompting, the very happy and the very angry, while the much larger middle group that would have given useful, specific feedback if asked at the right moment never gets asked in a way that fits into their day.
What the agent does
The agent sends a short feedback or NPS request at a moment tied to your actual service cycle, a few days after delivery for a product, right after a service appointment, or at whatever interval your business has found customers are actually ready to answer, rather than a fixed calendar default. The request goes in the channel the customer already used, so answering takes one tap, not a redirect to a separate survey tool.
Responses are scored against a standard scale or a custom one your team defines, and categorized: promoters, passives, detractors. A detractor score, especially one with a comment attached, triggers an immediate flag to a human with the full response attached, so a follow-up can happen within the hour rather than being noticed at the end of the week in a dashboard review.
For a promoter response, the agent can route the customer toward leaving a public review on the platform your business actually cares about, Google, a marketplace, a local directory, instead of letting a genuinely happy customer’s goodwill go unused. All responses, scores and comments are written into a dashboard or your CRM, broken down by product, service line or time period, so your team can see the trend, not just individual scores.
What stays with humans
Reaching out to a detractor is a human conversation, not an automated apology message. The agent flags and provides context; a person decides how to make it right, including any compensation or exception to policy. Deciding what counts as a good enough reason to follow up beyond the score itself stays with your team, as does any public response to a review.
Guards
Every request sent and every response received is logged, with the timing rule that triggered the request, so a feedback run can be reviewed end to end. Detractor alerts are never suppressed or batched, they go out the moment a low score lands. The timing rule runs in a trial period against real order data before go-live, and a kill switch pauses the whole survey cycle if the timing needs rework.
Price and timeline
| Option | Price | What it covers | Timeline |
|---|---|---|---|
| Single automation | from $500 | One channel, fixed timing rule, scoring and dashboard | 3 to 6 days |
| Department package | from $2,500 | Feedback and NPS plus review replies and win-back of detractors | 2 to 4 weeks |
Running cost is typically $10 to $35 a month in model usage, since most of the work is scoring short responses rather than generating long text.
Related
Pair this with review and reputation replies so a promoter’s feedback turns into a public review someone actually responds to, and with win-back of inactive customers for detractors who went quiet instead of replying at all. See the full package breakdown on the AI agents service page. For how consistent follow-up built a reputation over time, see the tattoo studio marketing case study, and for how a sales rebuild affected real customer volume, see the Balkans supplements store case study.
Want to hear from the quiet middle, not just the extremes? Get in touch and we will find the right moment to ask in your own order cycle.
Tired of doing this by hand? We can take the whole routine off your team, not just this step: Routine takeover, from $400 →
FAQ
How much does feedback and NPS automation cost?
From $500 for one channel with a fixed timing rule and scoring, live in 3 to 6 days. Multiple product lines or touchpoints with different timing rules usually run $900 to $2,000.
How long before it is live?
3 to 6 days once we agree the right moment to ask for your business, delivery, service completion, or a set number of days after purchase. Most of the time goes into getting that timing right.
Which tools does it connect to?
Telegram, WhatsApp, email and SMS for sending the request, your order or CRM system to trigger it at the right moment, and a dashboard or spreadsheet for the scored results.
What if the AI gets it wrong / is wrong?
Scoring follows a standard NPS or custom scale your team defines, with no interpretation beyond the number and comment the customer gave, and every detractor response is flagged for a human, never auto-replied to with a templated apology alone.
Is customer feedback data safe?
Responses are stored in your own CRM or dashboard, not a separate third-party survey tool unless you already use one, and every request sent and response received is logged.