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Research

Find out why, straight from your customers

Surveys and short interviews on WhatsApp, by phone and on the web. Texa asks follow-up questions, and every finding comes with what customers actually said.

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Surveys that listen

When an answer is vague, Texa asks one more question

Customers answer with a tap, a few words or a voice note. When an answer doesn’t explain enough, Texa asks a short follow-up, the way a good interviewer would.

  • Question typesRatings, NPS, single and multiple choice, open answers, voice answers, photos and videos, with branching.
  • Where customers answerWhatsApp with reply buttons, a link by SMS or email, an open link or QR code, your website, or a phone interview.
  • Consent firstConsent is recorded, STOP works on every channel, and customers who opted out are skipped.
Bola Adeyemi WhatsApp · Card replacement survey
  1. Texa AI
    How easy was it to get your new card?
    Very easyOkayDifficult
  2. Difficult
  3. Texa AI
    Sorry to hear that. What made it difficult?
  4. I had to go to the branch three times before it was ready
  5. Texa AI
    Thank you, that really helps us fix it.

Studies

Start with a question, not a questionnaire

Write what you want to know, for example “Why are refund requests up this month?”. Texa drafts the questions, refuses leading or unclear ones, and waits for your approval before anyone is asked.

  • Who to askA group of your contacts, such as customers who asked for a refund in the last 30 days, or a file you upload.
  • When to askAfter a conversation is solved, after a purchase, on a schedule, or when a customer looks likely to leave.
  • A thank-youAirtime, or a discount code from your own system, for each completed answer.

Reports

Every finding backed by what customers said

Answers are grouped into themes, and each theme comes with customers’ exact words. Voice answers play from the moment that was quoted.

  • Ask your answersAsk a question in plain English and get an answer with the quotes behind it, or an honest “the answers don’t say”.
  • Compare groupsSee how answers differ by region, product or any detail you hold.
  • Share itShare a report by link, withdraw the link at any time, or export slides.
  • Act on itTurn a finding into new knowledge for Texa, a change to a process, or a campaign.
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An example

What a finding looks like

Cards take too long to be ready at the branch

Mentioned by 41% of customers who rated card replacement as difficult

“I had to go to the branch three times before it was ready.”

“Nobody told me it wasn’t ready. I took a day off work for nothing.”

Sample findings, for illustration.

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Ask your customers your first question

Start with a short survey after each solved conversation, and see your first themes within days.

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