Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Reviews & Feedback
Customer Feedback Program Setup
CSAT and NPS surveys running in your own tools, with an alert and a follow-up task whenever a customer is unhappy.
Most businesses only learn a customer was unhappy when they leave. Customer Feedback Program Setup puts two surveys in place to catch it sooner. A short CSAT survey goes out after each closed ticket, and an NPS survey goes out each quarter. Low scores trigger an alert and a follow-up task for your team. A dashboard shows the scores in one place.
- A CSAT survey after tickets and a quarterly NPS survey
- Unhappy customers flagged with an alert and a follow-up task
- One dashboard, a playbook and a written handover report
$1,925
7–17 working days
What it is
Customer Feedback Program Setup is a one-time service that sets up customer surveys in your existing tools. We design and configure a CSAT survey after each closed ticket and a quarterly NPS survey. We add detractor alerts with follow-up tasks, build a dashboard and write a handover report for your team.
Why businesses buy it
Without regular feedback, service problems stay hidden until customers cancel or stop buying. Many helpdesks and CRMs already include survey features, but nobody has time to set them up properly. Questions, timing, branding and sending rules all need decisions. Low scores also need to reach a person who will act, or the survey becomes a vanity number. This service makes those decisions with you and configures everything in tools you already own. Your team gets a short playbook, so follow-ups happen the same way every time.
Problems this solves
You only find out customers were unhappy after they cancel
A CSAT survey after each closed ticket and a quarterly NPS survey collect feedback while there is still time to act. Both run in your own helpdesk, CRM or survey tool.
Low scores arrive but nobody is told to act
Detractor alerts go to Slack, email or your CRM with a follow-up task for the owner you name. A one-page playbook explains what to do next.
Feedback is scattered and hard to see in one place
One dashboard brings CSAT and NPS scores together, so managers can see trends without exporting data. Your team learns to read it from the written handover report.
A good fit if
You run a SaaS or service business and have no structured way to measure customer satisfaction.
Your helpdesk, CRM or survey tool can send surveys, but nobody has set them up.
You want unhappy customers flagged quickly so someone can follow up.
One person on your team can own follow-ups once the program is running.
Not the right fit if
You already collect feedback and want AI to find themes in it. See AI Customer Feedback Intelligence.
You have survey results that need summarizing and analyzing. See AI Survey Analysis.
You mainly want more public reviews and replies to them. See Review Management.
You need a helpdesk set up from scratch first. See Helpdesk Setup.
How it works
- You invite us to your helpdesk, CRM or survey tool and share your customer email list and sending domain.
- We agree the questions, branding and sending rules for one CSAT survey and one quarterly NPS survey.
- We configure both surveys and set detractor alerts to Slack, email or your CRM with a follow-up task.
- We build one dashboard and test the surveys, sending rules and alerts with sample responses.
- We send a written handover report and a one-page follow-up playbook.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin access by invite to your helpdesk, CRM or survey tool.
- Your customer email list, or access to where it lives.
- An authenticated email sending domain, so surveys reach inboxes.
- Slack access by invite, if alerts should go there.
- One person who will own follow-ups with unhappy customers.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Order placed. Tool access, customer list and sending domain due within 72 hours.
Design
Questions, branding and sending rules agreed for both surveys.
Build
CSAT and NPS surveys configured in your helpdesk, CRM or survey tool.
Alerts and dashboard
Detractor alerts, follow-up tasks and the dashboard set up.
Testing
Surveys, sending rules and alerts tested with sample responses.
Handover
Written handover report and the one-page playbook delivered.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 7–17 working days | $1,925 |
What you receive at handover
- One CSAT survey with questions, branding and sending rules
- One quarterly NPS survey with questions, branding and sending rules
- A detractor alert with a follow-up task in Slack, email or your CRM
- One dashboard for CSAT and NPS scores
- A written handover report and a one-page playbook
- Post-launch support for questions and setup fixes
Expected benefits and how to measure them
- Helps your team spot unhappy customers sooner
- Can make follow-ups consistent across the team
- Gives you a regular measure of satisfaction to track over time
- Survey response rate
- Divide responses by surveys sent, from your survey tool's reports, and track it month on month.
- Detractor follow-up rate
- Count follow-up tasks closed against detractor alerts raised in your CRM or helpdesk each month.
- Customer churn or cancellations
- Compare monthly cancellations in your billing or CRM system for the quarters before and after launch.
Before you start: Record your current monthly cancellations and any satisfaction data you already have. Note how unhappy customers are spotted today.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
If your helpdesk or CRM already includes surveys, there are no running costs. If it does not, you pay for a survey tool plan, such as Typeform or Delighted, directly to that vendor. We tell you before setup whether your current tools are enough.
Ask about running costsCustom requirements
Add a note at checkout if you need something specific. If it fits within the Scope Card it is simply included. If it goes beyond it, you get a written Change Quote within two working days, and that work starts only once you accept it, with its time added to your delivery date.
Request a custom versionKeep it running
Once handed over, the surveys run inside your own tools and keep sending without us. The dashboard, playbook and handover report are yours. We answer questions and fix setup issues during the 30 days of post-launch support. After that, your named owner keeps follow-ups moving using the playbook.
How this compares
| Do it yourself | Hire a traditional agency | Upmark Labs | |
|---|---|---|---|
| Setup | You work through survey settings and help articles alone | Often part of a wider customer experience project | Ours sets up both surveys in the tools you already use |
| Unhappy customers | Scores collected, but nobody is told | Alerting depends on the scope agreed | Ours sends a detractor alert with a follow-up task |
| Team readiness | Each person learns as they go | Training priced separately | Ours includes a written handover report and a one-page playbook |
| Cost | Your time, plus any survey tool plan | A quote after discovery | Ours is one fixed price shown before you buy |
Questions about this product
What is the difference between the CSAT and NPS surveys you set up?
CSAT asks how satisfied a customer was with one interaction, so it goes out after each closed ticket. NPS asks how likely they are to recommend you, so it measures the wider relationship and goes out each quarter. Together they show both day-to-day service quality and overall loyalty.
Which tools can the customer feedback surveys run in?
One helpdesk, CRM or survey tool you already use, such as Zendesk, Freshdesk, HubSpot, Intercom, Typeform or Delighted. Alerts can go to Slack, email or your CRM. If your current tool cannot send surveys, we tell you before setup. You may then need a survey tool plan, paid directly to the vendor.
What happens when a customer gives a low score?
An alert goes to Slack, email or your CRM, and a follow-up task is created for the owner you name. The one-page playbook explains what to do next: when to reply, what to say and how to record the outcome. That keeps follow-ups consistent, even when different people handle them.
Do you analyze the survey results for us?
No. This service sets up the collection, alerts and dashboard, so your team can see scores as they arrive. Analyzing results is not included. Once responses arrive, AI Customer Feedback Intelligence or AI Survey Analysis can find themes in the comments.
Why do you need an authenticated email sending domain?
Because surveys sent from an unauthenticated domain often land in spam. An authenticated domain has SPF, DKIM and DMARC records in place, so inbox providers trust your emails. Your IT person or domain host can usually set this up. If you are not sure whether yours is ready, we check during intake.
Can we change the survey questions after launch?
Yes. The surveys live in your own tool, so your team can edit questions, branding or timing at any time. One round of changes is included before launch. During the 30 days of post-launch support, we help with small fixes. Bigger changes or extra surveys are quoted through a Change Quote.
Can we add more than two surveys to the feedback program?
Not within this setup, which covers one CSAT survey and one NPS survey. If you need an onboarding survey, a churn survey or another tool connected, add a note at checkout. We send a written Change Quote for the extra work.
Guides on this topic
All guides Hear from customers before they leave
Order Customer Feedback Program Setup for CSAT and NPS surveys in your own tools. Every low score becomes a follow-up task.
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