Customer feedback chatbot template
A customer feedback chatbot template that runs CSAT, NPS and custom surveys inside a chat. Built with Chatim, this bot fires on the right trigger, asks one tap to start, routes detractors to your team and lifts response rates across web, WhatsApp, Messenger and SMS.
How a Chatim feedback bot keeps a pulse on the customer base
Customer feedback chatbots replace the long quarterly survey with short, well-timed micro-surveys customers actually answer. Use this template as a starting point and tailor the score type, the triggers and the routing to your team.
CSAT, NPS and custom surveys in one template
A customer feedback chatbot runs the standard score-based surveys (CSAT after a support ticket, NPS quarterly, CES after a key action) and any custom survey you design. One template, one inbox, one analytics view across every survey type.
Event-triggered timing that actually gets answered
Send the survey when the experience is fresh. Right after a support ticket closes, the moment an order is delivered, the week after onboarding. Trigger timing is the single biggest lever for response rate, and the chatbot handles it without anyone copying customer lists by hand.
One-tap rating plus optional comment
The chatbot opens with a single tap rating (1 to 5 stars, 0 to 10 NPS, thumbs up or down). Anyone who wants to add detail gets a free-text field. Anyone who does not is gone in five seconds. Response rates jump compared to a long form a customer has to click through to.
Detractor recovery before reviews go public
When a customer rates low, the chatbot routes the chat to a real person on your team with the full context attached. Most unhappy customers will give you a chance to fix the issue if you reach out fast. Catching them in the chat, before they post a public review, protects your reputation.
Promoter handoff to a public review request
Promoters who give you a high score get a one-tap link to leave a public review on Google, Yelp, Trustpilot or your product page. The customer feedback chatbot handles the internal survey; the review chatbot template handles the public ask. The two run side by side without stepping on each other.
Multi-channel survey delivery
Run the same survey through the website widget, Facebook Messenger, WhatsApp, SMS and email. Customers respond in the channel they already use, the data lands in one dashboard, and response rates lift because nobody has to switch context just to leave a rating.
Multilingual support for global customer bases
Send the same survey in English, Spanish, French and more so customers in every market get a survey in their own language. Useful when expanding into new regions and you want comparable feedback data across them.
Trend analytics for product, support and CX teams
Track CSAT and NPS trends over time, slice by channel, segment, product line or support agent, and see the verbatim comments that drive the score. Spot which parts of the experience are quietly dragging the number down and ship a fix before churn shows up in the revenue numbers.
Most teams know they should collect customer feedback. Few actually do it well. Email surveys with single-digit response rates, quarterly NPS that arrives months too late to act on, ratings that nobody on the product team ever sees. A customer feedback chatbot fixes the timing, the friction and the routing in one flow. Here is how one survey response moves through Chatim, from the trigger event to the team that needs to act on it.
Behind that flow the chatbot uses real-time event triggers from your support tool, ecommerce platform or CRM. CSAT goes out the moment a support ticket closes. NPS fires on the schedule you set. A post-purchase rating runs the week after an order is delivered. Each survey takes seconds for the customer to answer because the question count is small and the rating is one tap, not a multi-page form.
The detractor flow is where most teams find the real value. When a customer gives a low score, the chatbot does not just log it in a dashboard nobody reads. It routes the chat to the right manager with the full context attached. Most unhappy customers, given a chance to be heard in the moment, will stick around. The same flow protects your public reputation: the bot catches the unhappy customer before they post a one-star review somewhere visible.
Pair this template with the rest of your stack. The review collection chatbot template handles the other side of the picture: nudging happy customers to leave a public review on Google, Yelp or Trustpilot. Run the feedback bot for internal scoring and the review bot for the public ask. Browse other Chatim chatbot templates for industry-specific flows, and see the customer service chatbot template for the support automation that feeds CSAT in the first place.
Frequently Asked Questions
Everything you need to know about Chatim
- What is a customer feedback chatbot?
- A customer feedback chatbot is an automated assistant that runs surveys (CSAT, NPS, CES or custom) inside a chat instead of a long form. It fires on the right trigger (closed support ticket, delivered order, completed onboarding, quarterly schedule), asks for a quick score, captures an optional comment and routes detractors to a real person on your team. Most teams use it to track customer experience continuously rather than once a quarter.
- How is this different from the Chatim review collection template?
- The customer feedback chatbot is for internal feedback: CSAT, NPS and survey scores that go to your product, support and CX teams. The review chatbot template is for public review push: nudging happy customers to leave a review on Google, Yelp or Trustpilot. They work together. Run the feedback bot first to catch detractors privately, then route promoters to the review bot for the public ask.
- How do I trigger the survey at the right moment?
- Trigger the chatbot on a real event from your stack. Closed Zendesk ticket, delivered Shopify order, completed onboarding milestone, NPS schedule every quarter. The Chatim template integrates with most support tools, ecommerce platforms and CRMs through native connectors and Zapier, so you set the trigger once and the survey runs automatically forever.
- Is the Chatim customer feedback chatbot template free to use?
- Yes. The Chatim customer feedback template is available on the free plan, with unlimited chats and the core automation features. Paid plans add richer analytics (cohorts, segment slicing, sentiment analysis), more integrations and higher message volumes for larger teams running surveys across multiple markets and channels.
With a Chatim customer feedback chatbot template you can lift response rates, catch detractors before they leave, and give your team a continuous view of the customer experience instead of a quarterly snapshot. Start free and tailor the bot to your score types, triggers and routing.