solutions

Survey-free support analytics

iCSI (implicit CSAT) from conversations, SLA and tone — in one set of solutions: dashboards, ticket analytics, product/client signals, churn risk and employee development.

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What you get

  • ● Key metrics: iCSI (implicit CSAT), SLA, CSAT
  • ● Risk queue with clear “why”
  • ● Signals for products and clients
  • ● Employee development: tone, friction, hints

Synthetic data, score ranges preserved.

use cases

Strategic outcomes for your business

iCSI measures satisfaction from existing support conversations—no surveys, no customer effort. Here's how it solves real business challenges.

Scale Support Quality Without Proportional Headcount

Challenge

Support team grows 2x, but quality becomes inconsistent. Manual QA can't keep up—reviewing 5-10% of tickets quarterly doesn't catch problems early enough.

Solution

Automated quality measurement across 100% of conversations. Every agent measured daily through implicit satisfaction signals, not sample-based quarterly reviews.

Outcome

Maintain quality standards while scaling team. Spot training needs early, before customer complaints.

● 100% coverage vs 5-10% manual QA sampling
● Daily feedback vs quarterly reviews
● $0.12/ticket vs $7-$12 per manual review

Improve NPS Without Survey Fatigue

Challenge

Low survey response rates (2-5%). Customers annoyed by constant feedback requests. Blind spots in satisfaction data leave you guessing what's wrong.

Solution

Implicit satisfaction measurement from existing support conversations. No additional customer effort required—iCSI extracts signals from tone, resolution quality, and friction points.

Outcome

Complete satisfaction visibility without survey overhead. Act on dissatisfaction before it impacts NPS.

● 100% conversation coverage vs 2-5% survey response
● Real-time detection vs quarterly NPS cycles
● No customer effort required

Reduce Churn by Detecting At-Risk Customers Early

Challenge

Customers churn unexpectedly. SLA metrics look good, but satisfaction was declining silently. By the time you notice, it's too late.

Solution

Early warning system combining low iCSI scores with repeat issue patterns. Detects dissatisfaction 2-4 weeks before churn signals appear.

Outcome

Proactive intervention opportunities. Low satisfaction + repeat issues = clear trigger for customer success team.

● Automated alerts for iCSI < 40%
● Repeat issue tracking per customer
● 2-4 week early warning window

Why implicit measurement works

iCSI extracts satisfaction signals from existing conversations

Traditional surveys ask customers to rate their experience—but most don't respond. iCSI analyzes what customers already tell you: tone, friction points, resolution quality, and sentiment. No extra effort, 100% coverage.

  • → Explicit surveys: "How satisfied are you?" (2-5% response rate)
  • → Implicit measurement: Analyze tone, resolution time, repeated contacts, friction signals (100% coverage)

live demo

See how it works with real data

Reports · 12.09.2025
LIVE DEMO

overview

Avg iCSI (implicit CSAT)

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WoW +—

SLA (resolution)

—

Median delay: —

WoW volume: +—

CSAT / ticket rating

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Volume: — tickets

risk queue

Tickets that need attention

Ticket Product / Category Client iCSI SLA Why risky
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