Features · Customer Operations
Customer Feedback & Reputation
Capture feedback at the right moment, recover poor experiences quickly, and turn customer signals into operational improvement.
Round Infinity triggers channel-appropriate surveys, analyses sentiment and themes, routes negative feedback for private resolution, and invites satisfied customers to share public reviews. Closed-loop reporting connects feedback with the service that caused it.
AI, workflows, approvals, communications, and application actions stay connected to the same operating record, so teams can see what happened, what is pending, and who owns the next decision.
Post-Service Feedback Triggers
Send the right feedback request when a ticket, delivery, visit, order, appointment, or payment reaches its configured completion milestone.
AI-Powered Review Generation
Invite satisfied customers to share a public review through the appropriate channel immediately after a strong verified experience.
Negative Feedback Interception
Create an internal recovery case for poor feedback, assign ownership, contact the customer privately, and track resolution before requesting another rating.
Smart Resolution Follow-Ups
Contact the customer after recovery, confirm the issue is resolved, capture updated sentiment, and request a revised review when appropriate.
NPS, CSAT & Structured Surveys
Run NPS, CSAT, and targeted surveys across approved channels with rating, comments, issue category, and customer context connected.
AI Sentiment & Theme Analysis
Analyse open feedback for sentiment, themes, root causes, products, locations, and service failures, then rank issues by volume and impact.
Social & Review Monitoring
Monitor supported public reviews and social signals, route negative mentions for response, and retain the action taken against each signal.
Reputation Dashboards & Trends
Track rating, NPS, CSAT, review volume, recovery, and resolution trends by time, location, service, product, channel, and team.
Closed-Loop Feedback Reporting
Connect each response with recovery work and final outcome to measure resolved complaints, recovered detractors, recurring causes, and reputation improvement.