Customer experience
Find out how it went.
Fix it before it’s a complaint.
Every conversation can end with the customer telling you how it went - a rating, a comment, or a WhatsApp voice note that transcribes itself. Good answers feed your reporting. A poor one is flagged for a follow-up, so someone can put it right before you lose them.
this month
What closing the loop unlocks.
- ✓A customer satisfaction survey after any conversation - Mae’s or your team’s - built visually in the Journey Builder, right in the same thread
- ✓Customers answer with a rating, a comment - or a WhatsApp voice note, transcribed automatically. No typing, no form
- ✓Poor scores branch on the spot - a follow-up question, a recovery journey, a webhook into any system you already run
- ✓Every score lands on the contact - powering the groups, campaigns and journeys that win people back
- ✓Results where you work: satisfaction reporting, campaign columns, live mood on open conversations, and Mae’s weekly brief
The score is where the work starts.
Both sides of the glass
One tap for them.
The whole picture for you.
The survey arrives like any other message - no link, no form, no login. Watch a poor rating turn itself into a voice note, a transcript and a recovery journey, and land in your report as it happens.
Different moments, different questions.
Feedback isn’t one survey on repeat. Journeys fire off groups and triggers - so each scenario asks its own questions, at its own moment, and the answers land against the right thing.
“How did we do?”
The five-smiley CSAT after every support conversation - Mae’s or a human’s - with the voice-note follow-up when the score deserves one.
“How was the delivery?”
Order data hits the contact record, the group trigger fires, the delivery question goes out - catching courier problems while they’re still fixable.
“What made you drift?”
A customer slips into the lapsed group and gets asked why - honest answers before the win-back, not a guess after the churn.
The mechanic is simple: contacts move into groups on real data - orders, attributes, activity - and a group trigger starts the journey. If you can group on it, you can ask about it.
Built in the Journey Builder, not a form builder.
Surveys here are journeys - they wait for the reply, branch on the answer and act on it. Start from the included feedback template or build your own: change the questions, use scales or multiple choice, follow up only when the score deserves it. Your survey, your rules.
Scores that go somewhere.
Every response lands on the customer’s contact record and in your reporting - the trend, every comment with its transcript, satisfaction columns on campaign results, live mood on conversations still open. And Mae’s weekly brief pulls out what needs your attention, so the answers don’t sit in a dashboard waiting to be found. A saved customer is kept revenue - and the receipts prove it.
Feedback that acts on the answer.
The survey lives inside the conversation the customer already had - WhatsApp surveys, live chat, SMS or RCS - and on WhatsApp they can answer by just talking, and a poor answer doesn’t wait to be read: it branches into a follow-up, starts a recovery journey, and reaches your other systems by webhook. The score is the start, not the end.
See the platform →Feedback questions, answered.
When do surveys get sent?＋
Whenever you decide. The most common trigger is a conversation closing - Mae’s or a human’s - but anything that changes what you know about a customer can fire one: they join a group, an order lands on their record, a campaign runs. If you can group on it, you can survey on it.
Can customers really answer with a voice note?＋
Yes. On WhatsApp they just talk - the recording is transcribed automatically and captured as their comment, and the original stays on the conversation. Nobody on your side has to sit through hours of audio to know what was said.
What happens after a poor rating?＋
Whatever you build. The journey can ask what went wrong, start a recovery journey for that customer, and fire a webhook into anything you already run - your helpdesk, Slack, your own API. A bad experience becomes a task, not a statistic.
What do I see in reporting?＋
The overall score and its trend, every response with its comment or transcript, satisfaction columns on campaign results, live mood on conversations still in progress, and each customer’s history on their contact record. Mae’s weekly brief surfaces what needs attention.
Is this allowed on WhatsApp?＋
Yes. Sent within WhatsApp’s 24-hour customer-service window - which is where a post-conversation survey naturally lands - it’s a normal message. Outside that window it goes as an approved template, which we help you set up. No grey areas.
Close the loop.
Book the demo and watch a poor rating turn into a recovery journey, live on the call. Then rate the demo, obviously.
Get a demo →