🎯 Customer Experience Platform Affiniv - Top 10 FAQs
Looking to elevate your customer experience? Affiniv is a flexible and affordable Customer Experience Platform that will make your customers (and employees) remarkably happy.
Whether you are new to the platform or looking to explore its capabilities further, this page will answer the most common questions about what Affiniv can do for you.
Free Upto 100 Users. No Credit Card Required.
⭐️ 1. What is Affiniv Customer Experience Platform and who can benefit from it?
Affiniv is an all-in-one Customer Experience Management Platform, designed to help businesses run surveys, gather insights, and take actions — all within a seamless workflow. You can do this through surveys like Net Promoter Score (NPS), Employee Net Promoter Score (eNPS), Customer Satisfaction (CSAT), post-purchase surveys, and many more. Any company that is looking to uplift employee or customer experience can benefit from its easy-to-use, seamless workflows.
Who Benefits Most?
- Retail, Hospitality, SaaS, and IT Companies seeking to refine products/services/policies.
- Customer Experience, Customer Retention or Customer Success teams can reduce churn and increase repeat purchases through actionable insights by tracking customer satisfaction and/or loyalty via NPS/CSAT surveys.
- Category, Sourcing or Product Development teams can improve assortment and reduce returns by insights received from post-purchase surveys.
- Logistics or Fulfilment teams can improve delivery experience based on detailed customer feedback.
📊 2. What kind of surveys can I create on Affiniv customer experience platform?
Affiniv is incredibly flexible when it comes to the types of surveys you can run. You can create (and send) surveys in minutes, without writing a line of code. Whether you are interested in:
- Net Promoter Score (NPS)
Measure customer loyalty with a simple question – “How likely are you to recommend us?” – and track your promoters, passives, and detractors. - Customer Satisfaction Score (CSAT)
Quickly gauge how satisfied your customers are with a product, service, or interaction. - Product Review Survey
Collect customer feedback, for every product in an order, and publish this review on your product details page. - Custom Surveys
Design your own surveys from scratch, choosing from a library of question types (multiple choice, star ratings, open text, and more). For example, Employee Net Promoter Score (eNPS) to gather feedback from your team or staff.
…you can do it all on Affiniv customer experience platform.
After setting up the primary question, use Affiniv’s easy-to-use logic builder to set up follow-up questions based on customer response. For example, in case of NPS, you can ask your promoters, What made you happy? while you can ask your detractors and passives, What can we improve?. Set up follow-up questions as Choice question, Open-ended question or Scales, just in a few clicks.
Pro Tip: Use existing templates to set up surveys in minutes! Affiniv also allows you to build from scratch. Either way, it’s intuitive and fast. Just set your questions, choose your delivery mode, and launch.
💬 3. How can I send surveys to my users? Can I show it on my website/app?
Affiniv offers multiple ways to reach your audience, ensuring high response rates. You can send surveys via:
- Email – Send branded surveys directly to inboxes; a classic, reliable choice
- Web embedded – Place (embed) surveys on your website/product or as pop-ups
- WhatsApp – Reach customers on their favorite messaging app
- SMS – Reach customers through text messages; quick, direct, and effective
- Shareable links – Share on social media or embed in app
Pro Tip: Combine channels to reach a wider audience, ensuring better feedback coverage and higher response rates.
⚙️ 4. Can I setup automations to trigger surveys?
Automation is where Affiniv truly shines. You can trigger surveys (and reminders) automatically based on specific customer actions – no manual work needed. You can choose the channel(s) where you want the surveys to be triggered.
Affiniv supports automation throughout the customer life cycle using various integrations such as:
- Shopify – e.g., trigger a survey after a purchase
- Freshdesk – e.g., follow-up after a support ticket is closed
- Zendesk – e.g., add a detractor to customer support outbound queue
- Salesforce – e.g., check-in after a sales interaction
- Affiniv’s flexible API – to connect with your custom systems
- And many more..
This means that the right survey reaches the right person at the right time, effortlessly!
This also means better customer experience as the right action is taken without delays.
Pro Tip: Setup auto-reminders, using any channel, for customers who have not taken the survey. Close loop by leveraging smart-follow-ups with your respondents. For example, request a promoter to leave review or find the reason behind a detractor’s displeasure.
✉️ 5. Can I customise the look and feel of surveys?
Definitely. Your brand is unique, and your surveys should reflect that. With Affiniv, you can:
- Add your brand colours, logo, and background images
- Tailor the email layout and tone to match your brand voice
- Personalise subject lines and content with customer details
These customisation options allow you to boost engagement by making your surveys feel more personal and an extension of your brand.
Pro Tip: Sign up to the Business Plan to get access to Custom-designed Email Templates.
🌐 6. Can I send surveys from my own domain?
Yes! If you’d like to send surveys from your own business email address (like [email protected]), Affiniv customer experience platform makes that possible.
All you need to do is update a few DNS settings – we will guide you through the process. Once done, all survey emails will go out from your domain, which:
- Improves deliverability
- Strengthens your brand presence
- Builds trust with recipients
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📈 7. Are NPS and CSAT score calculations automated?
Yes, completely automated!
Once your survey is live, Affiniv customer experience platform continuously collects responses and calculates your NPS and CSAT scores. You don’t have to do any manual number crunching. The platform provides:
- Real-time dashboards for NPS scores and trends
- AI-powered sentiment analysis of customer responses
- Detailed analytics by user segments
- Ability to tag responses with keywords (AI suggestions)
- Funnel stats – scheduled, sent, opened, bounced, responded, etc
- Access to raw responses for deeper insights
- Option to download the entire data in csv format (for those who love number crunching 😁)
🔍 8. How do I identify customers with specific pain-points?
With Affiniv, it’s not just about the score, it’s about the story behind it. Alongside each response, you can capture metadata such as:
- Customer demographics
- Order details (Transaction ID, Product information and more)
- Time of interaction
- Location or device info
- Any other custom fields relevant to your business
This context-rich data can be accessed from your Affiniv customer experience dashboard which enables powerful segmentation and deeper analysis into “why” a customer gave a certain rating and “how” you can improve their experience. Affiniv’s AI-powered auto-response-tagging and sentiment analysis allow you to draw actionable insights in minutes!
Pro Tip: Utilise elaborate filters on Affiniv dashboard to analyse customer segments based on customer/product/order properties (For example, customers aged 18-25 from New York City who bought Blue Denim Cargos between 1st May 2024 to 31th Dec 2024). Use tags to study user segments based on behaviour.
🔄 9. Where can I send my survey data?
Once you have collected valuable feedback, you will want to put it to good use. Apart from it’s own customer experience dashboard, Affiniv integrates with a variety of platforms so you can act on feedback without missing a beat:
| Platform Integration | Use Case |
| Zendesk | Create tickets for support teams to follow up on feedback |
| Freshdesk | Create tickets for support teams to follow up on feedback |
| Google Sheets | Store, analyse and report data through spreadsheets |
| Gorgias | Automate customer success workflows |
Whether you need to loop in your support team or sync with your data dashboard, Affiniv customer experience platform plays well with others. And of course, we are adding more integrations as you read 😊.
💰 10. What makes Affiniv such an affordable customer experience platform?
Affiniv stands out as a budget-friendly customer experience management platform due to a combination of strategic choices in pricing, product design, and operational model. Here’s a breakdown of the key factors contributing to it’s cost-effectiveness.
- Transparent and Scalable pricing – Affiniv offers a clear pricing structure that caters to businesses of various sizes. This tiered approach ensures that businesses only pay for the capacity they need, making it a cost-effective solution compared to competitors with more rigid pricing models:
By comparison, Qualtrics often requires custom enterprise pricing (typically $5,000/year + One-time fees for small businesses), while Retently charges $599+/month for Enterprise plan with similar NPS/CSAT functionalities.
- User-friendly, No-code platform – Designed with simplicity in mind, Affiniv’s customer experience platform requires no coding skills, enabling users to set up surveys quickly without the need for technical assistance. Features like drag-and-drop survey creation, logic jumps, customisable templates, and Shopify/FreshDesk/Zendesk integrations reduce dependency on developers or IT teams. Competitors like SurveySparrow or AskNicely may require more technical configuration, increasing implementation costs.
- Specialised customer experience platform – Affiniv focuses on creating, distributing, and analysing customer experience surveys. Unlike other platforms like Qualtrics or Salesforce Service Cloud, which offer a wide range of features like CRM, Affiniv is all about survey creation and customer experience analytics. This specialisation means that businesses that are looking for a feedback management tool can save money by avoiding unnecessary features.
- Bootstrapped operational model – Affiniv is a self-funded SaaS company, growing without external funding. This approach allows us to maintain lean operations, avoid investor-driven pricing pressures, and pass the savings directly to our customers.
Pro Tip: If you have a Shopify storefront, download the Affiniv app from Shopify app store, and setup automated surveys based on customer action within minutes, without any integrations. If you do not have a Shopify storefront, don’t worry, you can still send manual surveys or schedule them. To automate them, reach out to us at [email protected] and we will set them up within a couple of days!