See
Understand Elevate CX
with Integrated Customer Messaging
Real-Time Customer Communication Tools That Strengthen CX
What is Customer Communications?
Easy-to-use, real-time customer communication tools for seamless messaging, feedback and follow-up
Relying on traditional email follow-ups or separate survey platforms creates friction in the customer feedback loop; slowing down responses and limiting your ability to act on real insights. Without timely input, it’s harder to measure satisfaction, resolve concerns, and improve service.
Grypp’s customer communication tools transform that process with a fully integrated suite of real-time customer messaging, alerts, and experience feedback tools built directly into your visual engagement environment. Agents can initiate chat-based customer support, send customizable notifications, and collect post-interaction surveys – all without switching platforms or disrupting the conversation.
These tools make it simple to gather in-the-moment feedback, prompt customers with relevant surveys, and track experience ratings immediately after a visual session. With Grypp, your follow-up isn’t just faster – it’s smarter, seamless, and fully embedded in your service experience.
Grypp Messenger
Real-time chat interface within a visual session on any device
Grypp PushNotifications
In-session reminders or prompts for next steps sent directly to customers devices
Grypp Experience Rating
Instant star-based customer feedback at the end of any conversation
Grypp Surveys
Optional integrated and embedded surveys for deeper customer feedback
Gather Real-Time Feedback and Improve Customer Engagement
Grypp’s Customer Communications tools empowers you to communicate with your customers over multiple channels alongside any visual session and gather valuable real-time feedback after any interaction.
Enhance Customer Satisfaction
- Real-time customer feedback collection
- Frictionless integrated & embedded survey experiences
- Visual & written communication – all in one place
Track & Act on Feedback
- Attribute feedback to a specific agent or session
- Reporting dashboards for feedback trends and coaching
- Trigger actions based on poor scores or flagged responses
Increase Agent Efficiency
- Unified messaging & support platform
- Automated follow-ups and prompts
- Reduced time handling post-call feedback
Personalize Experiences
- Contextual messages and reminders
- Tailored survey logic based on interaction type
- Enhance CX insights at scale
How Grypp’s Customer Communication Tools Work
Seamlessly integrated into every visual interaction, Grypp’s customer communication tools enhance customer experience in real time – driving up to a 103% boost in NPS.
Grypp’s customer communication tools are embedded directly into each visual support session; so everything happens in one seamless interaction.
When a visual engagement begins, a chat window automatically launches, enabling real-time customer messaging without switching tools.
Throughout the session, agents can trigger contextual push notifications or reminders based on customer behavior or journey stage. At the end of the session, customers are prompted with a simple star rating or a customizable survey to timely capture experience feedback. All response data feeds directly into your analytics dashboard for real-time tracking and actionable insights.
Grypp is powerful on its own but integrating it with your existing software is fast and hassle-free. Our public API makes it easy to embed visual interactions directly into your existing solutions.
Easy to set-up with no installation or downloads needed. Whether your customers are using a computer, tablet, or mobile device, connect anywhere at any time with cross-device connectability, and simply click a link to start.
See the Results
Reduction in AHT and a 42% improvement in FCR by enabling agents to multitask alongside a visual interaction and resolve customer issues faster
Increase in CSAT from real-time feedback that measures satisfaction and experience trends to continuously improve your service
Boost in conversions by improving engagement with timely push notification updates and nudges
Why Grypp?
Grypp’s comprehensive customer communication tools unlock real-time messaging, feedback, and follow-up – enabling you to uncover deeper insights and improve the customer experience all within one platform.
- Messaging and feedback tools embedded directly into the Grypp platform
- Push notifications native to the conversation flow
- Experience real-time ratings with no login or app download required from the customer
- Trackable feedback mapped to specific conversation IDs, timestamps, and agents
- Choose from flexible survey options: short NPS-style or longer embedded forms
- Agent tools stay within one interface without needing to toggle apps
Smart, Seamless Communication Tools That Deliver Insight
Messenger
- Communicate via real-time text chat alongside any visual interaction
- Switch seamlessly between chat and video without losing context
- Maintain a persistent chat history within the conversation record and import to your chat engine post call
- Enable multi-tasking during a visual conversation
Experience Rating
- Empower customers to rate their experience with a simple 5-star system at the end of each conversation
- Easily identify top-performing agents and pinpoint coaching opportunities based on ratings
- Support experience-led decision making for CX and operations teams
- Analyze linked feedback to conversation ID, agent, timestamp, and journey type for full traceability
- Trigger workflows, alerts, or follow-ups based on low ratings in order to act quickly
PushNotifications
- Send real-time push reminders directly to customers' devices
- Improve engagement with timely updates and nudges
- Customize message content and delivery timing
- Increase response rates for time-sensitive actions
- Keep conversations warm and reduce drop-offs
Surveys
- Add your own survey link at the end of any conversation
- Customize the survey title and description to match your brand
- Directly capture customer feedback while the experience is fresh
- Measure CSAT, NPS, or custom KPIs
- Boost response rates by placing surveys at the end of customer interactions
Customer Communications for Every Industry
Chat with customers alongside visual interactions, improve engagement, and gather real-time feedback with text-based messaging, surveys, ratings, and push notifications built for every industry.
Banking
After ID verification, prompt customers with a post-interaction survey or push notification outlining next steps.
BPO
Leverage in-session messaging data and feedback to track agent communication performance and drive QA insights.
Healthcare
Send timely follow-up messages and feedback requests after virtual consultations to measure patient experience.
Insurance
Capture customer feedback with ease to track insights and resolve claims faster.
Retail
Provide shoppers with guided checkout support and trigger a quick satisfaction rating to capture immediate feedback.
Utilities
Use real-time reminders and embedded surveys during customer onboarding (e.g., moving to a new service or product) to guide them and capture sentiment.
FAQs
How do Grypp Surveys differ from traditional CSAT surveys?
Grypp Surveys are timely and flexible when compared to traditional CSAT surveys. While traditional CSAT surveys can require additional setup time as well as logins and clicks from the customer, Grypp Surveys feature a simple setup (just paste your link and go), enabling you to directly capture feedback while the experience is fresh.
Can they be used during the session or only after?
Both Grypp Experience Rating and Surveys can occur at the end of every customer conversation.
Are responses mapped to specific agents/sessions?
Yes! Customer responses, ratings and survey responses are directly linked to conversation ID, agent, timestamp, and journey type for full traceability.
Does Grypp Surveys require third-party survey tools?
Grypp Surveys enable you to easily add your own survey link at the end of any customer conversation, from the third-party survey tool of your choosing, such as Typeform or Google.
Can feedback be used for QA and coaching?
Yes, feedback can be used for QA and coaching. Insights can easily identify top-performing agents and pinpoint coaching opportunities based on ratings, as well as track agent-level communication metrics for QA.
How are Grypp Experience Ratings different from traditional CSAT surveys?
Grypp Experience Ratings are different from traditional CSAT surveys due to the lightweight, frictionless experience they create for customers, requiring no login or additional clicks. Customers can quickly rate their experience with a simple 5-star system at the end of each conversation, uncovering experience trends across agents, products, or services without lengthy CSAT surveys.
Can agents trigger push notifications mid-session to guide customers through next steps?
Yes, agents can trigger push notifications mid-session to guide customers through next steps and time-sensitive actions to keep conversations warm and reduce drop-offs.
Is Messenger available throughout the entire visual engagement journey, or just at entry?
Grypp Messenger is available alongside any visual engagement journey – not just at entry. Agents can seamlessly switch between chat and video without losing context, enabling multitasking and giving agents a fallback when video isn’t ideal.
