Listen to your customers, even when they’re silent.

Turn insights from 100% of your Zendesk tickets into action –surveyed or not. Stop relying just on contact reasons and tags, get full context of what’s happening in your customer service and why. 

Listen better and act smarter with Surveypal Insights.

Or book a demo!

Fastest arising - Customer service insights

More than 16 million Zendesk tickets analyzed to train our app – and counting!

Put the customer’s voice front and center

Embrace AI-powered customer intelligence that combines performance and quality to analyze every Zendesk conversation.

Without Surveypal Insights

  • Manual data analysis
  • Reactive decision making
  • Siloed departments
  • Feedback-bound
  • CSAT/NPS-centric quality
  • Isolated performance metrics

With Surveypal Insights

  • Comprehensive data insights
  • Proactive decision making
  • United departments
  • Analyze every conversation
  • Holistic understanding of satisfaction
  • Reduce avoidable contacts
VS

Everything you need to
lead & scale your support operations

Designed with intuitive modules to help you discover, act, optimize, and coach, Surveypal enables you to dive deeply into your data and guide your customer service journey with AI insights.

Discover

Uncover the hidden gems in your data and view it from various perspectives. Whether you’re interested in teams, channels, agents, or contact reasons – all the insights are at your fingertips. Our interface is designed to make data exploration seamless and efficient, empowering you to dive deep into what matters most for your customer service.

  • Multi-dimensional data exploration: Teams, channels, agents, contact reasons – view your data from any angle.
  • Proactive discovery: Our AI-powered module highlights interesting insights, so you never miss an opportunity to improve.
  • User-friendly interface: Easily navigate through your data and find what you want in an intuitive, easy-to-use platform.

Act

Transform insights into actions. Stay ahead of the curve by proactively identifying performance trends, monitoring key metrics, and understanding root causes affecting customer satisfaction. With actionable insights, spot patterns and anomalies that call for decisive action.

  • Real-time actionable insights: Be notified of significant changes and trends as they happen, ready for action.
  • Trend identification: Spot patterns, anomalies, and trends in your data for proactive decision-making.
  • Take decisive action: Turn insights into decisive actions, paving the way for exceptional customer service.

Optimize (coming soon)

Fine-tune your customer service operations to perfection. Unearth the drivers behind your quality metrics and simulate scenarios to understand the impact of changes on CSAT. Discover the ideal SLAs that strike a balance between service quality and operational efficiency.

  • Dynamic metric understanding: Dive into the factors that drive your quality metrics and understand their interplay.
  • Predictive scenario modeling: Experiment with different operational changes and foresee their effect on customer satisfaction.
  • Balanced SLA determination: Find the sweet spot that harmonizes service quality with business efficiency.

Coach (coming soon)

Elevate your team’s performance. Gain insights into areas where agents shine and where they need improvement. Our coaching quadrant helps prioritize your efforts effectively. With snapshots of performance over time, compare and measure the impact of your coaching strategies.

  • Agent performance insights: Discover individual strengths and areas of improvement to tailor your coaching strategies.
  • Coaching focus quadrant: Visualize and prioritize your coaching efforts for maximum impact.
  • Performance tracking: Capture performance snapshots and measure progress over a set period, driving accountability and improvement.
Easy KPI overview - Customer Service Insights

Discover

Uncover the hidden gems in your data and view it from various perspectives. Whether you’re interested in teams, channels, agents, or contact reasons – all the insights are at your fingertips. Our interface is designed to make data exploration seamless and efficient, empowering you to dive deep into what matters most for your customer service.

  • Multi-dimensional data exploration: Teams, channels, agents, contact reasons – view your data from any angle.
  • Proactive discovery: Our AI-powered module highlights interesting insights, so you never miss an opportunity to improve.
  • User-friendly interface: Easily navigate through your data and find what you want in an intuitive, easy-to-use platform.
Easy KPI overview - Customer Service Insights

Act

Transform insights into actions. Stay ahead of the curve by proactively identifying performance trends, monitoring key metrics, and understanding root causes affecting customer satisfaction. With actionable insights, spot patterns and anomalies that call for decisive action.

  • Real-time actionable insights: Be notified of significant changes and trends as they happen, ready for action.
  • Trend identification: Spot patterns, anomalies, and trends in your data for proactive decision-making.
  • Take decisive action: Turn insights into decisive actions, paving the way for exceptional customer service.
CSAT optimization

Optimize (coming soon)

Fine-tune your customer service operations to perfection. Unearth the drivers behind your quality metrics and simulate scenarios to understand the impact of changes on CSAT. Discover the ideal SLAs that strike a balance between service quality and operational efficiency.

  • Dynamic metric understanding: Dive into the factors that drive your quality metrics and understand their interplay.
  • Predictive scenario modeling: Experiment with different operational changes and foresee their effect on customer satisfaction.
  • Balanced SLA determination: Find the sweet spot that harmonizes service quality with business efficiency.
Agent performance - Customer Service Insights

Coach (coming soon)

Elevate your team’s performance. Gain insights into areas where agents shine and where they need improvement. Our coaching quadrant helps prioritize your efforts effectively. With snapshots of performance over time, compare and measure the impact of your coaching strategies.

  • Agent performance insights: Discover individual strengths and areas of improvement to tailor your coaching strategies.
  • Coaching focus quadrant: Visualize and prioritize your coaching efforts for maximum impact.
  • Performance tracking: Capture performance snapshots and measure progress over a set period, driving accountability and improvement.

What about surveys?

Surveypal is a pioneer in customer feedback management and our data shows that only 5-20% of surveys get answered. That’s why we built a better way to analyse customer feedback from 100% of support conversations. Yes, even the ones that don’t get a survey reply. Read more about our approach here

This is how we analyse customer feedback:

  • No surveys – focus on performance metrics and contextual analysis
  • Zendesk surveys – get additional CSAT scores to your data to understand satisfaction drivers
  • 3rd party surveys – if integrated back in to Zendesk tickets as a field, you get even more granular data
  • Surveypal surveys – get the full experience from day 1. Holistic understanding of your customer voices with CSAT / NPS / CES.

Interested in full survey capabilities? Get in touch with us. 

Hassle-free Zendesk integration

Worried about a colossal IT project? Worry no more. Connecting to your Zendesk Support is fast and easy:

1. Add your Zendesk subdomain

2. Log in and create connection

3. Grab a coffee and wait for the data to load

Safe and secure

Your data belongs to you – we’re here to help you make the most of it.

Privacy
compliant
(GDPR, CCPA, etc.)

Surveypal is
100%
cloud-based

Trusted by +600
companies
around the world

ISO 27001
certified

Latest blog posts

Out-of-this-world tips and expert insights on how to improve your customer service experience.

Surveypal is now ISO 27001 certified!

Posted on
For the past months, the Surveypal team dedicated substantial effort to meet and exceed customer expectations while strengthening our approach to information…
NPS 20th anniversary

Happy 20th Birthday Net Promoter® Score

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In the dynamic world of customer experience, the Net Promoter@ Score (NPS) has been unraveling the intricacies of customer sentiment and loyalty…
What is personalized customer service?

What is Personalized Customer Service?

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Making your customer service communication lines as easy, frictionless, and specifically targeted to individual members of your audience as possible is imperative…

Transform feedback into growth opportunities

Elevate your customer experience with the power of contextually smart customer feedback. Get Surveypal and embark on a journey toward customer-centricity.