Detractors get a response in hours, not weeks
When an NPS response comes in, it is routed to the right CSM with full account context, logged in Salesforce, and paired with a drafted follow-up that addresses what the customer actually said. Feedback becomes action before they forget they responded.
Every NPS detractor response is routed from Intercom to the right CSM via Slack, logged in Salesforce with full context, and paired with a drafted follow-up in Gmail. Feedback gets acted on in hours instead of sitting in a queue.
What changes
| Dimension | Before | With Doe |
|---|---|---|
| Detractor response time | 1-2 weeks (if ever) | Within hours |
| Context for follow-up | CSM looks up account manually | Full context delivered with the alert |
| CRM documentation | Scores rarely logged | Auto-logged with sentiment analysis |
| Weekly CSM time on NPS | Hours of manual triage and routing | Reviewing and responding to pre-routed alerts |
How Doe automates NPS follow-up
IntercomA detractor scored 3 and wrote "considering switching to [competitor]." A promoter scored 9 with praise for the new reporting feature
SalesforceThe detractor is a $48K account renewing in 60 days with an open escalation. The promoter is a long-tenured advocate on the enterprise plan
Doe routed the detractor as critical: high-value account, near renewal, negative trend. Queued the promoter for a referral ask next week
GmailFor the detractor: a draft acknowledging the competitor concern, referencing the open support issue, and offering a call with the product lead this week
SlackDoe surfaces the score, what the customer said, the account stakes, and the draft email ready to review and send
NPS scores without follow-up are just vanity metrics
You send the NPS survey. Responses trickle in. Someone exports the data to a spreadsheet, calculates the score, and presents it at the next team meeting. But the individual responses, the ones that actually tell you something, sit in a queue. The detractor who wrote "considering switching to [competitor]" doesn't hear back for two weeks, if ever.
The problem isn't that your team doesn't care. It's that the workflow is broken. NPS responses arrive in one tool, account context lives in another, and the follow-up happens in a third. Routing a detractor response to the right CSM, with the right context, at the right time, requires manual triage that nobody has time for.
Get started in under 10 minutes
Connect your tools
One-click OAuth for each integration. No API keys, no engineering.
Describe what you need
“When any NPS response comes in below a 7, route it to the owning CSM in Slack with the account's ARR, renewal date, and recent support history, then draft a follow-up email that acknowledges exactly what the customer wrote.”
It runs on schedule
Within minutes of each NPS response, the routed alert and draft reply reach the owning CSM.
NPS Follow-Up & Response FAQ
Doe pulls NPS data from Intercom, Delighted, and any tool that can push responses into Salesforce or a webhook. If your NPS tool is not directly supported, you can route responses through Intercom or export them to a Google Sheet that Doe monitors.
Stop doing the work your tools should do for you.
Set it up once. Doe runs it every time.
