Delighted is a customer feedback platform that helps businesses gather and analyze customer satisfaction data through NPS, CSAT, and CES surveys. It streamlines feedback collection and provides actionable insights for improving customer experience.
Integrate Delighted to automate customer feedback collection and route insights throughout your organization for better experiences.
Connect your Delighted account. Link your Delighted platform to CodeWords by authenticating your API credentials, enabling seamless feedback data flow and survey automation across your customer experience workflows.
Set up survey triggers. Define when to send feedback requests based on customer actions, purchase completion, support ticket resolution, or specific timeframes to capture sentiment at optimal moments.
Configure survey types. Select appropriate survey methodologies including Net Promoter Score, Customer Satisfaction, or Customer Effort Score surveys, customizing questions to match your feedback collection goals and standards.
Send feedback requests. Distribute surveys to customers via email or SMS based on trigger conditions, personalizing messages with customer names and relevant details to increase response rates.
Collect and categorize responses. Gather customer feedback as it arrives, organizing responses by score, sentiment, customer segment, and survey type for comprehensive analysis and reporting purposes.
Route feedback to teams. Send negative feedback alerts to support teams, positive testimonials to marketing, and feature requests to product managers, ensuring insights reach stakeholders who can act.
Update customer records. Sync satisfaction scores and feedback to your CRM, enriching customer profiles with sentiment data that informs sales strategies, support priorities, and relationship management approaches.
Generate insights and reports. Aggregate feedback data to calculate NPS scores, track satisfaction trends over time, and identify patterns that inform strategic decisions about customer experience improvements.
Send CSAT surveys after order delivery and sync scores to customer profiles. Alert customer success teams to negative feedback for immediate follow-up and resolution.
Trigger CES surveys when support tickets close to measure effort required. Create tasks for managers to review low scores and improve support processes.
Collect feature requests and product insights from NPS surveys. Route suggestions to product management tools and prioritize enhancements based on customer sentiment.
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