Zylinc Product Card

Value Proposition

nps.today is the leading NPS and CX-based, omnichannel survey engine for Zylinc. This integration allows organizations to automatically measure customer satisfaction and loyalty immediately after a customer interaction, without the need for manual processes or complex IT projects. By combining Zylinc call data with customer feedback, companies gain a nuanced 360-degree insight into the customer experience, helping to reduce churn and improve service quality.

MEASURE

• Set up and manage branded surveys with logos and custom wording.
• Automatically trigger SMS or e-mail surveys immediately after a call is completed.
• Apply "throttling" (anti-spam) cooldown periods to ensure customers are not surveyed too frequently.
• Utilize Minimum Call Duration filters to ensure surveys are only triggered for meaningful interactions with sufficient context and depth.

UNDERSTAND

• View real-time customer feedback and response rates directly within the Zylinc Cloud interface with live Web Dashboards.
• Analyze feedback using categorization (reason mapping) and AI to identify what drives satisfaction.
• Compare internal agent ratings with actual customer feedback using P-GAP to identify perception differences.
• Analyze feedback in your favorite BI system, incl. the plug & play app for Power BI.

ACT

• Set up automated e-mail or Teams notifications for relevant employees when important feedback is received.

Key Features

Send Survey

Automated Surveys

• Surveys are automatically triggered via SMS or e-mail once a conversation in Zylinc is finished.
• You have full control over which specific queues should trigger these questions, allowing for targeted feedback collection.

Minimum Call Duration

Set a "Minimum Call Duration" (e.g., 10 seconds) in nps.today to ensure surveys are only sent for meaningful interactions.

View Response Data in Zylinc

Embed live web dashboard

Embed nps.today live web dashboards directly into the Zylinc UI to see NPS scores, response rates, and latest answers in real-time.

Feedback data in Zylinc Statistics Dashboards

View specific feedback data tied directly to the call log in the elastic Supervisor Agent Statistics dashboard for a complete history of the customer interaction.

Perception Gap (P-GAP)

P-GAP

Before the customer response arrives, agents are prompted to rate the interaction from their own perspective.

By asking agents to rate their performance while the call is fresh, it helps build self-awareness and professional reflection.
Comparing internal agent scores with external customer scores highlights where expectations and reality do not align.
This is a highly effective method for training customer understanding and building empathy among service staff.

Close the loop

Set up automated notifications

Create automated e-mail notifications when a customer submits important feedback. These notifications are sent directly to the agent or their manager, enabling them to rapidly act on incoming responses and close the feedback loop.