Questions, answered.
Everything you need to know about closed-loop customer experience management, multichannel feedback, and how CXM Portal fits into your operations.
Getting Started
Platform basics & implementation
A low score doesn't just get recorded. It raises a hot alert, assigns a case to the responsible team, and is tracked end-to-end until resolved — then the insight feeds back into the system. Most tools stop at capturing or scoring. We close the loop.
A scoped pilot goes live in weeks, followed by customization and a phased enterprise-wide rollout — versus the 6–12 month implementations typical of large enterprise suites.
No. CXM Portal is CRM-agnostic and layers on top of your existing CRM and communication tools rather than replacing them — keeping disruption low.
A pilot includes configured survey triggers for 1-2 key journeys, basic dashboards, integration with your CRM, and hands-on training. We typically start with one branch or department to prove value before scaling.
Channels & Features
Multichannel capabilities
Five, natively: Email, SMS, WhatsApp, Web, and IVR. WhatsApp and IVR are exactly the channels most mid-market tools leave out.
CSI (Customer Satisfaction Index), NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score) — all scored in real time and sliceable by branch, product, channel, agent, or time period.
Yes. You can customize question logic, branding, language, and scoring rules per journey stage. We configure this with you during implementation and you can adjust it as your needs evolve.
Surveys auto-trigger from CRM events like ticket closure, delivery completion, service finish, or onboarding milestones. You set the rules — we handle the timing and channel selection.
Technical & Deployment
Infrastructure & integration
Yes — cloud, on-premise, or private cloud, to match your IT and data-residency requirements. Nearly every mid-market competitor is cloud-only.
We integrate with Salesforce, Microsoft Dynamics, SAP, Zoho CRM, HubSpot, Twilio, WhatsApp Business, Power BI, and provide REST API & webhooks for custom integrations.
We support your security requirements: encryption at rest and in transit, role-based access control, audit trails, and compliance with data protection regulations. On-premise deployment keeps data within your infrastructure.
For cloud: modern web browser and internet connection. For on-premise: standard server infrastructure (we'll provide detailed specs). Integration requires API access to your CRM and communication channels.
Comparison & Alternatives
How we differ from other tools
Helpdesk CSAT scores satisfaction after a ticket closes — one moment, one channel. CXM Portal is proactive, multichannel feedback across the whole journey, full CSI/NPS/CSAT/CES, and a closed-loop engine — not a post-ticket score.
Survey tools capture data. CXM Portal captures, scores, routes, and resolves issues. Every low score becomes a tracked case assigned to a team — not just a chart in a dashboard.
Enterprise suites offer similar capabilities but at six-figure price points and 6-12 month implementations. We deliver the core closed-loop functionality mid-market teams actually need, right-sized and right-priced.
NPS tools measure one metric. We measure four (CSI/NPS/CSAT/CES) across five channels, with automated resolution workflow. If you only need NPS tracking, a dedicated tool may suffice. If you need closed-loop CX operations, we're built for that.
Support & Pricing
Getting help and costs
You get a local implementation and support team — not a ticket queue. Same-timezone support with committed response windows, hands-on configuration help, and ongoing optimization guidance.
Two components: a one-time Implementation Package and an Annual License. Pricing is quote-based based on your scope, channels, and deployment model — not per-user pricing that penalizes growth.
Ongoing platform access, the analytics engine (CSI/NPS/CSAT/CES scoring & dashboards), multichannel feedback engine, plus support, updates, and patches.
Absolutely. Most customers start with a pilot in one department or region, prove value, then expand. Our phased rollout approach lets you scale at your pace.
Still have questions?
Let's talk through your specific needs and see how CXM Portal fits your customer experience operations.