Customer Success
Detractors get a response in hours, not weeks
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.
What changes
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
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.
How ZeroTwo automates NPS follow-up
Pulls new NPS responses and verbatim feedback
IntercomA detractor scored 3 and wrote 'considering switching to [competitor].' A promoter scored 9 with praise for the new reporting feature.
Matches each respondent to their account context
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.
Scores urgency and decides response type
GoogleZeroTwo routed the detractor as critical: high-value account, near renewal, negative trend. Queued the promoter for a referral ask next week.
Drafts a personalized reply addressing their specific feedback
GmailFor the detractor: a draft acknowledging the competitor concern, referencing the open support issue, and offering a call with the product lead this week.
Delivers the routed alert and draft to the owning CSM
SlackZeroTwo surfaces the score, what the customer said, the account stakes, and the draft email ready to review and send.
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.
Frequently asked questions
ZeroTwo 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 ZeroTwo monitors.
ZeroTwo references the customer's specific feedback, their account history, recent support interactions, and usage patterns. The email acknowledges what they said and addresses it directly, not a generic 'thanks for your feedback' template.
Yes. ZeroTwo drafts the follow-up in Gmail for the CSM to review, edit, and send. The CSM adds personal context ZeroTwo cannot access: recent call notes, relationship history, internal politics. Nothing sends without the CSM approving it.
Passives get a lighter-touch workflow: their score is logged in Salesforce, and the CSM receives a scheduled follow-up task (not an urgent alert). The goal is to nudge passives toward promoter status without the urgency of a detractor rescue.
Yes. ZeroTwo analyzes verbatim feedback across responses to identify recurring themes: product complaints, feature requests, service issues. These trends are delivered in a monthly summary so you can address systemic issues alongside individual responses.
Detractors on high-value accounts get escalated alerts. Instead of just the assigned CSM, the alert goes to the CSM manager and account executive. The follow-up draft is more executive-level, and a same-day response is flagged as critical.
Related workflows
- Customer SuccessOnboarding Progress Tracker
- Customer SuccessRenewal Risk Radar
Stop doing the work your tools should do for you.
Set it up once. ZeroTwo runs it every time.