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Feedback & NPS Collection on WhatsApp

Collect customer feedback and NPS scores with high response rates via conversational WhatsApp surveys.

Feedback & NPS Collection

The Challenge

Email surveys get ignored. Long forms have high abandonment. You need customer feedback to improve, but traditional methods have <5% response rates. Valuable insights are lost.

How It Works on WhatsApp

Survey Trigger
Automatically send survey after key events: purchase, support interaction, service delivery.
Conversational Survey
Collect feedback through natural conversation, not boring forms.
Instant Analysis
AI analyzes responses, categorizes feedback, and calculates NPS in real-time.
Follow-up Actions
Trigger alerts for negative feedback, thank promoters, and address detractors immediately.

Example Conversation

Business Impact

+50%
Response rate
10x
vs email surveys
Real-time
Analysis
-40%
Churn risk

Customization Options

Adapt this solution to your business:

  • Custom survey questions
  • NPS, CSAT, CES metrics
  • Conditional follow-ups
  • Sentiment analysis
  • Review site redirects
  • Dashboard integration

Discover the case study most relevant to your industry

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Ready to Hear What Customers Really Think?

Collect valuable feedback with conversational WhatsApp surveys that get responses.

Customer experience

What your customer actually receives

Every automation you build lands as a normal WhatsApp conversation. This is the same journey, seen from the other side of the screen.

💬

Your customer’s WhatsApp

Spoki · WhatsApp Business API

  1. 1Discovery

    Hi Sara! Thanks for your interest — want me to show you the options that fit you best?

    09:41

    Triggered by an ad click, a form or a QR code. No app to install.

  2. 2Consideration

    Here are the three most popular choices. Tap one and I’ll send you the details.

    09:43

    The AI agent answers questions in real time and hands over to a human on request.

  3. 3Decision

    Your cart is saved. Complete the order here — payment happens inside the chat.

    13:07

    Checkout and payment without leaving the conversation.

  4. 4Retention

    Your order shipped. Track it here — and let me know how it goes.

    18:20

    Shipping updates, feedback requests and reorders on the same thread.

One thread, start to finish. Your customer never repeats themselves and never loses the history.

Industries

Where this plays out

Customer teams use Spoki to resolve on first contact, with AI handling volume and humans handling nuance.

Related use cases

E-commerceEcommerceReal EstateReal EstateBeauty & FashionBeauty WellnessServices & B2BProfessional ServicesHoliday PromotionsEcommerceVIP Customer ListEcommerceAutomotiveAutomotiveCatalogs and Informational MaterialHospitality

Frequently Asked Questions

What is Spoki?

Spoki is a comprehensive WhatsApp Business API platform that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.

With Spoki, you can:

• Automate communications: Send automated messages, create chatbots, and set up intelligent workflows

• Manage customer support: Multi-operator team management with ticketing system and conversation routing

• Increase sales: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp

• Marketing campaigns: Send bulk messages to thousands of contacts with personalized templates

• AI-powered features: Leverage artificial intelligence to automate responses and qualify leads 24/7

• Integrate with your tools: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools

Spoki is an official Meta Tech Partner, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

How does the WhatsApp Business API work?

The WhatsApp Business App and the WhatsApp Business API (used by Spoki) are two completely different solutions designed for different business needs:

WhatsApp Business App: • Designed for small businesses and sole proprietors • Manual message management • Limited to 5 devices simultaneously • Maximum 256 contacts per broadcast • No automation capabilities • Free but with significant limitations • No CRM or integration support

WhatsApp Business API (Spoki): • Designed for medium to large businesses • Unlimited operators: Your entire team can manage conversations simultaneously • Unlimited broadcasts: Send messages to thousands of contacts • Advanced automation: Chatbots, automatic responses, intelligent workflows • CRM integration: Connect with your existing tools (HubSpot, Salesforce, etc.) • Analytics & reporting: Detailed statistics on your communications • No ban risk: Official API approved by Meta for bulk messaging • Cloud-based: No need to keep a phone connected • Multi-channel: Integrate WhatsApp with SMS, Voice, and other channels

How much does a Spoki subscription cost?

Spoki offers three pricing tiers: a Free plan at €0/month for basic WhatsApp support and live chat, a Service plan starting at €19/month with AI-powered customer support and unlimited automations, and a Marketing plan starting at €49/month with bulk campaigns and advanced analytics. All plans include unlimited operators at no extra cost. WhatsApp conversation fees are charged separately by Meta based on usage volume.

Is there a free trial?

Yes, Spoki offers a permanent Free plan at €0/month that includes live chat with unlimited operators, basic automations, and a ticketing system. This allows businesses to test core WhatsApp Business API features before upgrading. Paid plans start at €19/month for the Service tier and €49/month for the Marketing tier, with no long-term contracts required.

Can I integrate Spoki with other tools?

Spoki integrates with thousands of platforms through native integrations, Zapier, Make (Integromat), and Webhooks.

Native Integrations:

• E-commerce: Shopify, WooCommerce, PrestaShop, Magento

• CRM: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign

• Marketing: Mailchimp, Google Sheets

• Payment: Stripe, PayPal

• Support: Zendesk

Via Zapier/Make:

Connect to 4,000+ platforms including: • Google Workspace (Sheets, Calendar, Drive) • Microsoft Office 365 • Slack, Trello, Asana • WordPress, Webflow • Custom apps via API

Webhooks & API:

Full REST API for developers to build custom integrations.

View all FAQs

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