Quick Snapshot
What is Retently VoC?
A Voice of the Customer platform for Ecommerce brands to automate NPS and CSAT surveys using data from Shopify, Gorgias, Klaviyo, Yotpo, etc.
How are surveys triggered?
NPS after an order is fulfilled, CSAT right after a support ticket is solved, and other touchpoint-related surveys.
What insights do I get?
Product-level NPS, customer-segment trends, agent leaderboard, positive and negative themes.
Core Benefits for Ecommerce Brands
Capture timely feedback, add the context that matters, and act fast with top driver analysis, segment trends, agent leaderboards, and unified reporting.
Survey at Key Touchpoints
Collect customer feedback at the most impactful moments in their journey to improve satisfaction and experience.
- NPS after delivery: Get feedback on their experience after the customer has received the product.
- CSAT after support: Measure service quality right after a Gorgias ticket is solved.
- CES after order: Measure effort after the customer places a new order.
Responses Enriched With Data
Enhance survey responses with rich context from orders and support interactions for deeper insights.
- Post-order: Product, price, SKU, order value, coupon, number of orders, etc.
- Post-support: Agent name and email, support channel, ticket tags, etc.
Instant, Actionable Insights
Turn customer feedback into clear, actionable insights that reveal trends, key drivers, and performance at every level.
- CX driver analysis: Identify themes that raise or lower Customer Experience.
- Product insights: NPS by SKU or customer segment with trends.
- Agent leaderboard: CSAT by agent or team with trends.
AI-Powered Feedback Intelligence
Leverage AI to automatically analyze feedback, uncover emerging themes, and spot risks before they escalate.
- Automatic classification of every response into topics and sentiment, mapped to products, segments, and agents
- Weekly and monthly AI-generated email digest highlighting emerging themes and potential risks
Multi-Store Reporting
View and compare performance across all your stores, with the flexibility to dive deep into each one.
- Unify data across multiple Shopify stores or locations
- Drill into any individual store for in-depth insights
Integrate Your Services?
Connect your Ecommerce stack to collect feedback at key customer touchpoints. Is your service missing? You can use our REST API, Zapier, or webhooks.
Shopify
Triggers a post-purchase NPS survey after an order is placed or is marked fulfilled.
Yotpo
Sends a targeted survey whenever specified Yotpo Flow events occur.
Klaviyo
Delivers a survey when a customer enters a segment or when a Flow event fires.
Gorgias
Automatically sends a CSAT survey when a support ticket is closed.
Richpanel
Automatically sends a CSAT survey when a support ticket is closed.
Gladly
Triggers a CSAT survey when a conversation is closed.
