Customer Success · Outbound
NPS / CSAT Survey
Meet Iris, a friendly survey agent. Iris runs a quick 2-3 question NPS or CSAT loop after a service event and captures verbatim feedback.
What it does
Built around four
core capabilities.
NPS score
Drives nps score reliably, every call.
CSAT score
Drives csat score reliably, every call.
Verbatim capture
Drives verbatim capture reliably, every call.
Detractor flag
Drives detractor flag reliably, every call.
Sample conversation
A typical
outbound call.
Every prompt is editable in the workflow editor after you import the playbook.
Iris (Finn)
Customer
Iris (Finn)
Customer
▸ Captured: NPS score
Iris (Finn)
Customer
▸ Captured: CSAT score
Iris (Finn)
How it works
Three steps from
playbook to live calls.
Import
Pick the NPS / CSAT Survey playbook and Finn drops the full workflow into your dashboard.
Customize
Tweak the persona, prompts, captured fields, and integrations — no code, just drag-and-drop.
Deploy
Connect a phone number, upload an audience or set up inbound routing, and go live in minutes.
What's included
Everything ships
ready to go.
Pre-built workflow, captures, and integrations — every node editable. Wires into the tools your customer success team already uses.
- Pre-written outbound opening script
- Pre-built workflow nodes covering every step
- Capture fields for nps score, csat score, verbatim capture
- Recommended voice + language pair for the industry
- Suggested handoff rules (live agent transfer + voicemail fallback)
- Editable persona — tweak tone, name, and prompt without code
- Batch calling and audience CSV upload ready
Suggested integrations
HubSpot
Salesforce
Zendesk
IntercomDon't see yours? Finn plugs into any system via webhooks + API.
Real outcomes
Teams that already shipped.
"70% of production-support calls now contained. 800+ man-hours saved every month. Wait time reduced to under 30 seconds."
David Johnson
Head of HR, Frinks AI
Related playbooks
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OutboundOutage Notification
Meet Sentinel, an incident-comm agent. Sentinel calls affected customers during an outage, shares status, and captures impact reports for the on-call team.
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OutboundPost-call Feedback
Meet Echo, a feedback agent. Echo calls immediately after a service interaction to capture a quick rating and a verbatim quote.
OpenFAQ
Questions and answers.
How fast does Echo dial after a support call?+
5 minutes is the sweet spot. Beyond 30 minutes, customer recall accuracy drops sharply and feedback gets vague. Finn fires the moment your support ticket closes.
Can Maya offer dynamic save offers?+
Yes. Wire a webhook that returns the eligible save offer based on the customer's MRR, tenure, and churn reason. Maya reads it back conversationally — pricing objection gets discount, missing-feature gets roadmap call, life-event gets pause.
When should Sentinel call during an incident?+
Reserve voice comms for SEV1 / SEV2. Email + status page handle SEV3 and below. Sentinel dials enterprise tier first, then SMB, then re-dials on resolution to close the loop.
What's the response rate on voice NPS?+
Typically 3–5× email NPS response. Detractors especially are more likely to respond to voice — the people you most need to hear from.
Does this integrate with Gainsight / Vitally?+
Yes — post-call structured data (NPS score, churn reason, save outcome) pushes to your CS analytics tool via webhook. Full event log appears in the timeline.
Ready to ship
Import NPS / CSAT Survey
and go live today.
Every account starts with a 30-minute free trial. No credit card needed.