Feedback People Actually GiveBecause someone asked.
SMS and email surveys are ignored by most recipients. A short phone call in the customer's own language gets answered — and gets you the reason behind the rating, not just a number. Resonera.ai runs feedback calls across your whole customer base.
Feedback calling is part of Resonera.ai, the AI call operations platform for Indian SMBs & MSMEs.
Written surveys have a response problem that most businesses have simply accepted. A link sent by SMS or email is ignored by the overwhelming majority of recipients, and the minority who do respond skew heavily toward the very happy and the very angry — which means the data you act on is not representative of your customers.
Voice changes the response dynamic. A short, polite call asking two or three questions gets engagement from customers who would never open a survey link, particularly in India where regional-language customers are far more comfortable speaking than filling in an English web form. You hear the middle of the distribution — the quietly dissatisfied customer who would never have written in but will tell you on the phone.
The other advantage is open-ended answers. A rating tells you something is wrong; a customer explaining in their own words tells you what to fix. The agent captures those responses as transcripts with sentiment and intent, so you get structured scores and the reasoning behind them, at a cost that makes calling every customer realistic rather than sampling a few.
How AI feedback calls work
Higher response than surveys
A short call gets answered by customers who would never open an SMS or email survey link.
Open-ended answers captured
Customers explain the reason behind a rating in their own words — the part a star score never tells you.
Sentiment and intent tagged
Every response transcribed and analysed, so themes surface without anyone listening to recordings.
11 Indian languages
Regional-language customers respond far more readily by voice than through an English web form.
Called at the right moment
Triggered after delivery, service or visit, while the experience is still fresh enough to recall accurately.
Unhappy customers escalate
A seriously dissatisfied customer is routed to a human immediately, while the problem is still fixable.
What feedback calling handles
- Post-delivery and post-service satisfaction calls across the full customer base.
- CSAT and NPS collection by voice, with far better response rates than written surveys.
- Open-ended feedback on what specifically went wrong or right.
- Immediate escalation of seriously unhappy customers to a human.
- Review and rating requests from customers who reported a good experience.
- Win-back calls to customers who stopped buying, asking why.
AI feedback calls — FAQs
Why call instead of sending a survey link?
Response rate and representativeness. Written surveys are ignored by most recipients and skew toward the very happy and very angry, so you act on unrepresentative data. A short call reaches the quietly dissatisfied middle — the customers most worth hearing from.
Can it capture open-ended feedback?
Yes, and this is the main advantage over a rating scale. Customers explain in their own words, and responses are transcribed with sentiment and intent so themes surface without anyone listening to recordings.
What happens if a customer is seriously unhappy?
The agent escalates to a human immediately with full context, so a fixable problem gets addressed while the customer is still on the line rather than after they have left.
When should feedback calls go out?
Shortly after the delivery, service or visit, while the experience is fresh. Calls are triggered from your system so timing follows the actual event rather than a batch schedule.
Does it work for regional-language customers?
Yes, and the gap is largest there. Customers who would never complete an English web form will happily answer two questions on the phone in their own language.