How the suite fits together
Every part of e-satisfaction exists to move customer feedback through one simple journey: collect → understand → act. Once you can picture that flow, you'll always know which product to reach for.
The three layers
Data sources — where feedback comes in
Data sources are the channels that bring customer voice into the platform.
- Survey Manager runs your questionnaires — on your website, through a shareable public link, or sent by email, SMS and Viber.
- Email Collector captures feedback that arrives as plain email by giving you a forwarding address.
More sources (such as Google Reviews) can be connected from the Admin Panel. Whatever the channel, every response lands in the same place, ready to be analysed.
Products — where you work with feedback
Once feedback is in, three products help you make sense of it and respond:
- Insights turns responses into dashboards, CX metrics (CSAT, NPS, CES), text analytics and exportable raw data.
- Customers builds a single profile for each responder — their scores, history and any alerts raised for them.
- Alerts watches incoming feedback and flags what needs attention, so the right person can follow up in time.
Platform — the shared foundation
Underneath everything sits the platform that every product relies on:
- Identity & Account is your single sign-on — one login for the whole suite.
- Admin Panel is where administrators manage organizations, workspaces, people, billing, data governance and security.
How feedback flows
A customer responds
Someone answers a survey from Survey Manager, or you forward an email into Email Collector.
The response is stored and enriched
The platform attaches metadata (store, channel, order, customer details) and runs text analytics like sentiment and topic detection.
Insights and Customers update
Scores, trends and individual customer profiles reflect the new response automatically.
Alerts react
If the response matches an alert rule — say, a low score or a callback request — an issue is raised for your team to act on.
You follow up
Resolve the issue, call the customer back, or trigger an automated recovery sequence to win them back.
One organization, one connected picture
Because every product shares the same data, a response collected in Survey Manager instantly shapes your Insights dashboards, the customer's profile, and any alerts — no manual syncing required.