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Event-Triggered Surveys

Ask customers while it still matters.

When a ticket is resolved, a case is completed or someone visits your store or site, customers are asked about it while the experience is still fresh.

Every manager sees their own numbers.

Book a 20-minute demo

Part of Customer Voice. Working in local government? See the council version.

Support ticketResolved
Billing query
Request type
Billing
Team
Customer Care
Channel
Phone
From your CRM or helpdesk
Within
a day
→
Survey invitation
About your recent billing query
You contacted us about a billing query. Tell us how it went.
Was your issue resolved?
YesPartlyNo
Illustrative example
THE PROBLEM
 

Periodic surveys arrive too late to act on.

 Ticket closed Customer is asked
Annual or quarterly survey
   
Asked months later. People remember a feeling.
Event-Triggered Survey
    
Asked within a day. People remember the call.
Ticket closedMonths later

An annual or quarterly customer survey asks months after the event. By then, people remember a feeling, not a phone call.

Relationship surveys show how customers feel about you overall. Triggered surveys show how each interaction went.

  • Asked too late
    By the time the survey arrives, the details of the interaction are gone.
  • Closed isn't always resolved
    Your system says the ticket is closed. You can't see whether the customer agrees.
  • Too general to act on
    Asking how people feel about you in general doesn't tell a team what to fix.
How it works

From a resolved ticket to an answer in your reports.

We set it up once. Every night after that, customers are asked about the interaction they just had.

  1. CRM or helpdesk. Resolved tickets, calls or cases are exported every night.

  2. Secure shared folder. The file lands in an SFTP folder set up for your organisation alone.

  3. AskYourTeam matches. Each record is matched to the right survey.

  4. Survey invitation. Customers get an email or text. Do-not-contact flags are honoured.

  5. Answers in your reports. Responses are tagged by request type, team and channel, so each manager sees their own numbers.

No contact details needed. Any customer can respond.

Public link. One link for your website, emails and social media.

QR code. On counters, receipts and cards at stores, branches and sites.

Works with the systems you already run

Suits any system that can schedule a consistent export, such as your CRM, your helpdesk or a Genesys contact centre. The export is file-based, so there's no API build.

WHERE ORGANISATIONS USE IT

Three moments worth asking about

A ticket or job is closed
When a support ticket is resolved or a technician closes a job, ask if the problem was actually fixed and how easy it was to get help.
A call or case is completed
Was it sorted first time, or did they have to call back? First-contact resolution, measured by the customer.
Someone visits a store, branch or site
A QR code on the counter, a receipt or a card at the end of the visit. No list or contact details needed. One code per location, so you can compare sites.
What your managers see

Every manager sees their own numbers.

Each response carries details from the original ticket. So you can see results by request type, team, channel and time taken. Track the measures you already report on, such as CSAT, NPS and customer effort.

A team leader sees their own queue. Your executive team sees the whole customer experience.

One response, and what it carriesIllustrative example
Was your issue resolved?Yes
Request type and category
Billing, payment query
Team and business unit
Customer Care, Retail
Optional
Channel
Phone
Optional
Time taken
2 days
Optional
Days past deadline or SLA
0
Optional
You choose which optional fields to send. Every report can be filtered by them.

  • Evidence for your service levels
    Month by month, see whether tickets closed in the system were resolved for the customer.

  • Fix the cause, not just the ticket
    See which request types, teams and channels drive dissatisfaction.

  • Feedback about something they remember
    Invitations name the interaction, such as “About your recent billing query”.

  • Themes and sentiment
    Topics and sentiment drawn from free-text comments.

  • Actions with owners
    Raise an action, assign it and set a due date.

Getting started

We set it up and run it for you.

Your team tells us what to survey and schedules one export. We take care of the rest.

1. Scope it together

A short call on which interactions to survey.

2. Your secure folder

We supply the file spec and an SFTP folder set up for your organisation alone.

3. Schedule the export

Your systems team schedules the export. It's standard reporting work, not a development project.

4. Configure surveys and reports

We configure the survey and reports with you.

5. Test and go live

We test a sample file, check the data, and go live.

Consent and security

Anyone your file marks as do-not-contact is never invited. Hosted in Sydney, Australia. Encrypted in transit and at rest. ISO 27001 certification in progress, targeted for the end of 2026.

What organisations ask us

Straight answers on effort, systems, consent and security.

Does our IT team need to build an integration?

No. There's no API build. Your systems team schedules a daily export of finished interactions into a secure SFTP folder set up for your organisation alone.

It's standard reporting work. We supply the file spec.

Which systems does it work with?

Any system that can schedule a consistent export of finished interactions. That might be your CRM, your helpdesk or a contact centre platform such as Genesys.

Our first production build was for a CRM in local government. We set up and test each new connection with you.

How do you respect customers' contact preferences?

Anyone your file marks as do-not-contact is never invited. You also choose which interactions to survey.

Where is the data hosted?

In Sydney, Australia. Data is encrypted in transit and at rest. ISO 27001 certification is in progress, targeted for the end of 2026.

Can we survey people after a phone call?

Yes, where the call is logged as a case or ticket in your CRM. We trigger the survey from that record.

General enquiries that aren't logged can get a text invitation, after a consent check.

Book a demo

Hear from customers within a day of every interaction.

Book a 20-minute demo. We'll follow one support ticket, from resolved case to manager report.
Book a 20-minute demo