SENSE
Capture feedback through targeted WhatsApp surveys and broadcasts at meaningful journey moments.
AI-Powered Experience Intelligence Platform
Your Brand’s Sixth Sense
Turn WhatsApp feedback into prioritised, owned actions across every customer journey.
Measure NPS, CES, CSAT and sentiment, identify the moments creating friction, assign improvements and close the loop.
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The experience verticals
Customer (CX)
How customers experience every touchpoint
Employee (EX)
How your people experience working for you
Product (PX)
How the product performs in real use
Brand (BX)
How the brand is perceived and remembered
Service (SX)
How service delivery feels end to end
How it works
Sense. Analyse. Act.
Three moves, one loop. Every signal you collect ends in an owned action with a due date.
Sense
Reach customers where they already are. WhatsApp-first surveys and broadcasts, triggered at the touchpoint that matters.
- NPS, CES and CSAT metric types
- Journey-stage tagging on every response
- Groups, subgroups and devision-level targeting
Analyse
AI reads every verbatim, scores sentiment and maps friction to the exact stage where it happened.
- Sentiment scored across journey stages
- Themes surfaced from open-ended answers
- Dashboards benchmarkable across branches
Act
Insights become tracked actions with an owner, a priority and a due date, until the loop is closed.
- Action tracker with status and priority
- Assignment, due dates and overdue alerts
- Completion rate reported back to the metric
a single customer · one crafted journey · signals that matter
Follow Thandi, from a single engagement to lasting loyalty.
Watch a moment of friction become a sensed signal, an analysed insight, and an owned action ... leading to your next sale.
Illustrative journey — a composite example, not client data.
⚡ PulseSense at work
Touchpoint 01 The purchase
Thandi does business with you.
Saturday, 09:00. She is on her way to collect her new order at your Sandton branch. Great product,
friendly people.
This is the experience you designed.
TM
Thandi M.Customer #2317 · Sandton branch
09:14
She arrives at the store. Friendly staff welcome her in, and guide her to the collections counter.
Touchpoint 02 The friction ⚑
Then the experience cracks.
09:39. Twenty-five minutes at the collections counter. No update, no explanation. She leaves with the product, and a dent in her trust.
⏳
Collections counterWait time: 25 min · queue of 9
09:39
⚑ Most businesses never hear about this moment. It quietly becomes churn.
Step 03 · Sense
PulseSense reaches her, where she already chats.
Within the hour, a conversational WhatsApp survey arrives. No app, no forms, no week-later email, just a chat, while the experience is still fresh.
Consent-based and conversational: WhatsApp-first surveys earn up to 3× the engagement of email.
PulseSense● online
Hi Thandi 👋 Thanks for visiting our Sandton branch today. How was your experience?10:21
It was not great. I waited for a really long time to collect my package and it was very frustrating10:23 ✓✓
That’s really useful, Thandi, thank you. We’re on it, and you’ll hear back from us soon. 💚10:24
⚡ PulseSense AI, signal parsed:
theme: long waitstage: Collectionssentiment:
−0.8 (Negative)
→ detractor alert · call-back within 24h · owner: CX lead
theme: long waitstage: Collectionssentiment:
−0.8 (Negative)
→ detractor alert · call-back within 24h · owner: CX lead
Step 04 · Analyse
Her words become
a signal.
AI reads the sentiment, tags the theme, and pins it to the exact journey stage, then updates your live dashboards in real time.
Campaign Overview
Done View Responses SummaryContacts reached0
Responses0 · 29%
Avg. completion0 m
Sentiment Tracker
Customer sentiment trends over time0Avg. Sentiment
0Stages shown
0Total Responses
0Surveys
Positive (4.0–5.0)
Good (3.0–4.0)
Neutral (2.5–3.0)
Poor (1.0–2.5)
Negative (0–1.0)
⚡ PulseSense AI, new signal parsed:
theme: wait timestage: Collectionssentiment: −0.4priority: high
theme: wait timestage: Collectionssentiment: −0.4priority: high
Step 05 · Act
Insight becomes an action, with an owner.
No slide decks. PulseSense turns the signal into a prioritised action, assigns it to Branch Ops, and tracks it to done. Then the loop closes, back to Thandi.
Insights & Actions
HIGH PRIORITYAdd a second collections counter during Saturday peak (09:00–12:00)
Progress10%
✓ Implemented · verified on the next pulse
Closing the loop: WhatsApp, 6 days later
Hi Thandi 👋 You told us the wait at collections was too long, so we’ve added a
second counter on peak mornings. Thank you for helping us improve. Here’s 10% off your next visit. 💚
Delivered · read 11:02
06 · The result
Three weeks later,
Thandi’s back.
She upgrades her purchase, and brings her sister.
The friction is gone for every customer after her.
That’s feedback, turned into revenue.
10/10Her new NPS, promoter
+98%Customer lifetime value
+1Referrals walked in
−0%Churn risk, branch-wide
That was one journey. PulseSense runs thousands, concurrently, across every branch, team and campaign.
The platform
Every journey, captured on one command centre.
Finding the story behind the data: brand, customer, employee, product and service experience, benchmarked across branches, teams and campaign cycles.
- ✓NPS, CES & CSAT metrics: live gauges with drivers explained by AI
- ✓Journey-stage insight: friction mapped to the exact stage it occurs
- ✓Sentiment analysis: every verbatim read, themed and scored
- ✓Benchmarkable dashboards: compare branches, dealers and business units
- ✓Survey & broadcast builder: WhatsApp-first campaigns in minutes
- ✓Action tracking & ownership: insights assigned, tracked and closed
Campaign types
Broadcast or survey, same channel.
Broadcast campaigns
Tell a segment something
- Purpose
- One-way messages to a chosen group: service reminders, recalls, offers, announcements.
- Audience
- Groups and subgroups, filtered to branch or dealer level.
- Measures
- Sent, delivered and engagement counts.
- Use when
- The message matters more than the answer.
Survey campaigns
Ask a segment something
- Purpose
- Structured questionnaires that score NPS, CES, CSAT and open-ended sentiment.
- Audience
- The same groups, triggered at a journey stage.
- Measures
- Response rate, key drivers, theme breakdown, sentiment by stage.
- Use when
- You need the answer, the theme and an action.
The problem
The challenges we see across organisations
Feedback dies in reports
Insights are trapped in dashboards and slide decks, not in daily decisions.
Hard to pinpoint where journeys break
Teams struggle to connect feedback to the exact stage where the experience failed.
No ownership, no follow-through
Insights are not prioritised, assigned, or tracked, so the same issues repeat.
Leaders lack clarity on what to fix first
Without prioritised insight, teams react too late and improvements stall.
The consequence:
Customers Churn
Lost revenue
Higher costs
Frustrated teams
The solution
What PulseSense.ai solves
PulseSense.ai is an AI-powered Experience Intelligence Platform that helps businesses capture experience signals, understand what they mean, and turn insights into measurable actions.
Finding the story behind the data.
Sense. Analyse. Act.
The PulseSense difference
From customer feedback to meaningful business action
Move beyond measuring customer satisfaction. Understand what is happening at every critical moment in the customer journey — and know what to do next.
WhatsApp-based customer engagementJourney-specific experience measurementNPS, CES and CSAT metricsHumanised customer sentiment
AI-assisted feedback analysisJourney-level reportingAccountable actions and follow-up trackingContinuous improvement measurement
ANALYSE
Measure NPS, CES and CSAT, identify customer sentiment, surface friction themes and understand experience by journey stage.
ACT
Translate findings into prioritised actions, assign accountability and track follow-up.
IMPROVE
Review outcomes, monitor sentiment trends and identify where customer experience improvements are needed.
Humanised sentiment {{ ind.name }} example
Three metrics, each on its own scale. One human view of the journey.
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NPS{{ ind.npsL }}{{ ind.nps }}
CES{{ ind.cesL }}{{ ind.ces }}
CSAT{{ ind.csatL }}{{ ind.csat }}
Combined, scale-aware
Humanised sentiment{{ ind.overall }}
{{ ind.name }} · sentiment by journey stage Illustrative
- {{ st.n }}{{ st.l }}
Friction point: {{ ind.friction }}
Values are illustrative. The sentiment calculation is applied by the platform and walked through in your demo.
Integrations & enterprise trust
Built to sit inside your stack.
Channels
- WhatsApp Business as the primary channel
- Email and SMS where WhatsApp is not available
- Website assistant for inbound questions
Data & access
- Groups, subgroups and branch-level segregation
- Role-based access for owners and contributors
- Contact data imported and kept in one database
Governance
- POPIA-aligned consent and data handling
- South African engineering team behind the platform
- Delivered and supported by Integrove
Why PulseSense.ai
Built to turn feedback into accountable action.
Journey-stage visibility
Maps every piece of feedback to the stage where friction occurs, so you fix the journey, not the symptom.
AI-powered insight
Explains the drivers behind NPS, CES, CSAT and sentiment: the why, not just the number.
Action ownership
Turns insight into prioritised actions with owners, deadlines and progress tracking, to done.
Plays well with your stack
Complementary to CRM, ERP, support desk, analytics and integration platforms you already run.
Benchmark & compare
Compare experience and drivers across branches, teams, groups, business units and campaign cycles.
Measurable follow-through
Insight that is visible, comparable, owned and actionable: improvement you can prove.
Business outcomes
“
Seriti Solutions SADealer & client experience technology · 1 300+ dealerships across South Africa
Every customer interaction is an opportunity to learn, engage and improve. PulseSense empowers Dealerships to connect directly with their customers through WhatsApp surveys and targeted campaigns, turning customer feedback into valuable insights and stronger relationships.
Seriti Solutions SADealer & client experience technology · 1 300+ dealerships across South Africa
Relevant across many experience-led sectors.
Automotive
Financial Services
Insurance
Telecoms
Aviation
Retail
Logistics
Hospitality
Health Care
Education
Priority use cases.
Churn risk and retention recovery
Workflow and process optimisation
Service recovery and detractor management
Branch, francise, or business-unit benchmarking
Journey drop-off and lost opportunity analysis
Employee experience and operational feedback
Questions
Before you ask us.
Why WhatsApp instead of email surveys?
Customers already live in WhatsApp, so surveys get read and answered in the moment rather than days later. Email and SMS remain available where WhatsApp is not an option.
What does the AI actually do?
It reads every open-ended answer, scores sentiment, groups responses into themes, and attaches each one to the journey stage where the experience happened, so friction is located rather than guessed.
How long does implementation take?
Contacts, groups and the first survey are configured with your team, then the campaign runs on your schedule. We scope the timeline with you during the demo.
How is customer data handled?
Consent and data handling follow POPIA. Contacts sit in one database with group, subgroup and role-based access, and the platform is built and supported in South Africa by Integrove.
Can we compare Regions, francises or business units?
Yes. The setup of your business profile will determine filtering and reporting that best works for your environment. This is customisable according to your reporting needs. Campaigns will run across groups and subgroups based on your preference.
What happens to an insight after it is found?
It becomes an action in the tracker with an owner, priority and due date. Completion rate and overdue items are reported back against the metric that raised them.
Ready to see PulseSense.ai in action?
Book a tailored demo to explore the journey map, use cases, templates, and success metrics for your environment.
Sense. Analyse. Act.
