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Collect customer feedback automatically via SMS with Esendex

Swiftask connects your AI agents to Esendex. Send satisfaction surveys by SMS and analyze responses instantly.

Result:

Achieve high response rates and turn every comment into an immediate action plan.

Manual feedback collection slows down your growth

Collecting customer feedback via email is ineffective: open rates are plummeting and response times are too slow. Without a direct channel like SMS, you are missing out on the voice of your most engaged customers.

Main negative impacts:

  • Low response rates: Satisfaction emails are often ignored or end up in spam. You lose critical data for product improvement.
  • Tedious manual analysis: Processing hundreds of text-based feedbacks takes hours. Emerging trends often remain invisible.
  • Delayed corrective actions: An unhappy customer is not contacted in time, increasing the risk of churn.

Swiftask automates the sending of Esendex messages after every key interaction. The AI analyzes received responses in real time to identify urgent issues and areas for improvement.

BEFORE / AFTER

What changes with Swiftask

Without Swiftask

A team manually sends satisfaction emails 48 hours after delivery. Responses are stored in a shared inbox, nobody really reads them, and complaints remain unaddressed for days.

With Swiftask + Esendex

As soon as the delivery status changes to 'delivered', a personalized SMS is sent via Esendex. The customer replies via SMS. The Swiftask AI qualifies the sentiment, alerts support if necessary, and updates your CRM automatically.

Set up your feedback loop in 4 steps

STEP 1 : Define your trigger

Set the ideal moment to request feedback: after purchase, support resolution, or appointments.

STEP 2 : Connect Esendex to Swiftask

Link your Esendex account to automate SMS sending securely and compliantly.

STEP 3 : Configure AI analysis

Teach your agent to detect satisfaction or dissatisfaction keywords to route alerts.

STEP 4 : Automate responses

Program automatic actions: thank the customer or open a priority ticket for negative feedback.

Customer feedback processing capabilities

The AI agent processes tone, urgency, and specific topics mentioned in received SMS.

  • Target connector: The agent performs the right actions in esendex based on event context.
  • Automated actions: Transactional SMS sending, automatic feedback categorization, real-time alerts, CRM updates, weekly sentiment report generation.
  • Native governance: All data is centralized for complete customer experience traceability.

Each action is contextualized and executed automatically at the right time.

Each Swiftask agent uses a dedicated identity (e.g. agent-esendex@swiftask.ai ). You keep full visibility on every action and every sent message.

Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.

Why choose SMS automation

1. Higher response rates

SMS has a 98% open rate, ensuring better visibility for your surveys.

2. Churn reduction

Identify unhappy customers instantly and intervene before they leave.

3. Productivity boost

The AI handles incoming traffic; your team only manages complex cases.

4. Structured data

Transform free text into actionable data for strategic decisions.

5. Agile deployment

Modify your surveys instantly without relying on developers.

Security and GDPR compliance

Swiftask applies enterprise-grade security standards for your esendex automations.

  • Secure API connection: Communication between Swiftask and Esendex is encrypted and secured via API authentication.
  • Consent management: Ensure compliance by automating opt-out management via Esendex tools.
  • Data privacy: Your customer feedback is processed in a secure environment compliant with current standards.
  • Continuous audit: Full history of every interaction for total transparency.

To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.

RESULTS

Impact on your customer performance

MetricBeforeAfter
Average response rate5-10% (Email)30-50% (SMS)
Processing time24h+Immediate
Customer satisfaction (CSAT)StableImproving (+15%)
Manual workloadHighZero

Take action with esendex

Achieve high response rates and turn every comment into an immediate action plan.

Turn system alerts into instant SMS with Esendex

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