Customer Experience in E-commerce
From product selection to the services around it—all the way to the final delivery.
Real-Time CX
Business Reporting
Retention
Know what your customers think the moment it happens—and act on it instantly.
InsightSofa connects customer experience with the business drivers that fuel your growth.
The retention center automatically detects dissatisfied customers and assigns each case to the right person on your team.
Real-Time CX
Know what your customers think the moment it happens—and act on it instantly.
Business Reporting
InsightSofa connects customer experience with the business drivers that fuel your growth.
Retention
The retention center automatically detects dissatisfied customers and assigns each case to the right person on your team.
How It Works
Customer Experience Across
the Entire Purchase Journey
In e-commerce, the details make the difference—delivery speed, a seamless checkout, post-purchase communication, and a frictionless returns process. InsightSofa helps you systematically measure customer satisfaction and pinpoint the exact moments that influence repeat purchases and long-term loyalty.
Show data from All branches, only for product segment Beds during last 3 months
Key Metrics
Uncover Your Strengths
and Your Weak Spots
InsightSofa shows you exactly where you excel and where customers are slipping away. So you can focus your investments on the improvements that make the biggest impact.
Show data from United Kingdom, segmented by Departments during last month
Shipping
Delivery satisfaction.
Fully under control.
InsightSofa shows you exactly where your delivery experience excels—and where it’s costing you customers. So you can focus improvements where they drive the greatest impact.
Show data from United Kingdom, filtered by touchpoint Logistics during last 3 months
Financial Impact
Monetizing
Customer Experience
See the true impact of customer satisfaction on your business. Clear numbers show exactly how much revenue your customer experience generates.
Show data of Electronics, only in division London during last 3 months
If you turn 10% of critics into promoters, you can expect revenue to increase by 3 135 470. That’s what this is all about.
High Value
Unlock Opportunities in CX
Define the opportunities you want to uncover in customer feedback. InsightSofa scans every response and the moment it finds one, it instantly assigns it to the right person in your organization.
AI analyzes every survey, question, and response—including open-ended comments. Based on the opportunities you define, it searches for relevant signals across all feedback. When a match is found, the system automatically opens a case and assigns it to the right person. This helps you uncover upsell potential, product innovation ideas, at-risk patients, and other opportunities that would otherwise remain hidden.
Real-Time
SWOT Through the Eyes
of Your Customers
See your SWOT analysis through the lens of your customers—across the entire company, specific departments, or individual team members. In real time, it turns into a clear action plan, so you always know what deserves your attention first.
Show data of Customer Experience, only in division London during last 3 months
Feedback Collection
How Do You Get This Data?
With InsightSofa, you have three core ways to collect feedback. But one stands above the rest: transactional data—where the most valuable truth about your customer experience is revealed.
Feedback Collection
Transactional Measurement
The highest survey response rates. The highest-quality data. All in real time.
InsightSofa Channels
Collect feedback where your customers actually share it.
Design
Beautiful.
And built to perform.
Every survey reflects 14 years of CX expertise—crafted to maximize response rates and deliver a design that leaves your customers with a true wow experience.
