Nexus VOC
BetaNPS, CSAT, and CES surveys that fire automatically on the moments that matter — invoice paid, ticket closed, project delivered. Each response is sentiment-tagged, theme-tagged, attached to the customer's record, and routed back to the team that can act on it.
$15 / user / mo · included in the Suite · 7-day trial of every product
Three score types, one set of dashboards
Triggered on platform events — no manual sends
Low score → Helpdesk ticket; high score → referral
Why it feels different
You send the survey, you read the score, you slap a Slack notification on it, and… nothing happens. The customer doesn't see a change. The team doesn't change. The next quarter the score is identical. Nexus VOC is the opposite shape — every response triggers an action: low scores open a Helpdesk ticket and ping the account owner; high scores prompt a referral; themes group the next product backlog. The score is the start, not the end.
The lifecycle
Four steps, four words, full closed loop. From the moment a customer touches a touchpoint to the moment your team acts on the answer, the same product carries the workflow.
A platform event fires: invoice paid, ticket closed, project delivered. Or a manual send — pick a contact, pick a survey, send. Or a public link they came from your website.
Branded with your workspace logo, mobile-first, one question per screen. NPS, CSAT, CES, or a fully custom set. Customer answers in 30 seconds; you log IP, browser, timestamp.
Each response gets a score, an auto-detected sentiment (positive / neutral / negative), and theme tags (billing, onboarding, feature-request, support). All attached to the CRM contact's timeline.
Low NPS reopens a ticket and pings the account owner. High NPS prompts a referral nudge to the customer. CSAT < 3 escalates to your CSM. Themes group the product backlog. The loop closes.
The good parts
NPS · CSAT · CES
Net Promoter Score (relationship), Customer Satisfaction (transaction), Customer Effort Score (interaction). Pre-built templates for each, with the question wording and scale that's actually become standard.
Auto-triggers
invoice.paid, ticket.closed, project.delivered, contact.signed_up — every Nexus event can fire a survey. The customer gets the survey when the experience is fresh, not three weeks later.
Sentiment
Every open-text response gets a sentiment automatically. Filter the inbox to the negatives — that's what to read first. The praise is good for morale; the criticism is what changes the product.
Themes
Open-text answers get theme tags: billing, onboarding, feature-request, support, pricing. The "billing complaints" cohort writes itself; the next backlog grooming has data backing it.
CRM-attached
NPS 9 from a customer who just churned? You'd see it. Every survey response attaches to the Nexus CRM contact, alongside their last invoice and their open deal. Context, not just a score.
Closed loop
NPS ≤ 6: a Nexus Helpdesk ticket opens, the account owner gets a notification, the customer sees follow-up within hours. NPS ≥ 9: a referral nudge ("would you tell a friend?") with a personal link.
Distribution
Send via branded email, share a public link, or embed a widget on a thank-you page. Same survey, three surfaces, one data set.
Segments
Slice scores by product purchased, by CSM owner, by plan tier, by date range. The "is the Pro plan happier than Starter?" question takes 4 clicks to answer.
Public dashboards
A clean, shareable dashboard with current scores, trends, and themes — without exposing individual responses. Set permissions; share the link with the board; close the meeting.
Audit trail
IP, user-agent, timestamp on every response. Trigger event id, survey version id, contact id — full chain. If a customer asks "why am I getting this?", the answer is in the data, not in someone's memory.
Auto-triggered
A customer paid an invoice on Tuesday. The CSAT for "how easy was paying?" lands in their inbox Tuesday afternoon — not three weeks later when they've forgotten. Auto-triggers run off the same platform events your other Nexus products emit; you don't maintain a separate "send list".
Closed loop
NPS 4 isn't a number to put on a slide — it's a customer who's about to churn. Nexus VOC opens a Helpdesk ticket, pings the account owner, and clocks the time-to-follow-up. The follow-up itself happens in the right tool; the score and the action are connected.
What you won't find
A VOC tool earns its keep when it changes what the company does, not when it ships another graph. Here's what we deliberately won't ship.
You pay per seat, not per survey response. Send to your whole list; we don't take a cut. Most "VOC platforms" make this their whole business model — we think it punishes the customers who actually listen.
No "you said 7, can we make it a 9?" forced re-prompt. No "are you sure?" guilt-trip. The customer answers; the answer stands. We respect their time more than we respect a vanity score.
Some VOC tools want you to license a "panel management" add-on for an extra fee. Your customer list is in the CRM. The CRM is the panel. There is no panel SaaS.
Export raw responses anytime — CSV, JSON, public API. The data belongs to the workspace, not to our database. Your CSAT history follows you wherever you go.
Connected
A score with no action is a vanity metric. Nexus VOC sits next to Helpdesk, the CRM, and Email Marketing — so the low-NPS customer gets a follow-up ticket, the high-NPS one gets a referral nudge, and the themed feedback lands where the team can read it.
Yes. Every response is attached to the Nexus CRM contact and visible on the customer timeline.
Yes — public link, embedded widget, or email. The response still flows back to the contact record.
