About: Comvo at a Glance
Comvo is a customer experience management (CXM) platform where multi-location and omnichannel businesses collect customer feedback, turn negative experiences into cases and resolve them, and measure results with an organizational breakdown.
- What is Comvo?
- Comvo is a web-based customer experience management (CXM) platform developed in Turkey. It collects feedback from surveys, QR codes, SMS, email and online reviews in a single panel; it turns negative experiences into cases with an assigned owner and resolution time, sends the customer a resolution satisfaction survey after resolution, and reports results by region, city and branch.
- Who is it for?
- Businesses that serve customers through multiple branches, touchpoints or channels: retail and store chains, restaurant and cafe chains, automotive dealers and service centers, healthcare providers, hotels and tourism businesses, banks and financial institutions, telecom operators and e-commerce companies. The platform is industry-agnostic; organization structure, touchpoints and rules are defined for each business.
- Which channels does it collect feedback from?
- QR codes specific to each branch and touchpoint, a shareable survey link, personal SMS and email invitations, bulk invitations via Excel or CSV, and automatic surveys triggered by events sent through the API from CRM, POS or e-commerce systems.
- Which online review sources does it support?
- Google Business Profile, App Store, Google Play and Facebook reviews are imported automatically and can be answered from the panel. Şikayetvar, Trendyol, Hepsiburada and Yandex Maps reviews are imported through a dedicated transfer. Low-rated reviews become cases, just like survey responses.
- Which metrics does it use?
- Customer satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES) and root cause questions. The survey builder offers 12 question types, conditional logic and multilingual setup; the survey opens in the language of the customer's device and is answered without installing an app.
- How does case management work?
- Alert rules prioritize the case based on scores and answers and assign it to the owner of the relevant unit. Every case has a resolution time; a case not resolved in time is escalated to the next level, up to three levels. When a case is closed, the action taken is recorded and the customer receives a resolution satisfaction survey.
- Does it use AI?
- Optional text analytics classifies open-ended comments by sentiment and topic, produces a short summary and flags comments that may involve health, safety or legal risk. The analysis runs on Anthropic Claude, is off by default, and personal data is masked before it is sent.
- Which systems does it integrate with?
- A documented REST API (OpenAPI), HMAC-SHA256 signed webhooks, event-triggered surveys, your own SMTP server and SMS provider, and bulk transfer via Excel and CSV.
- What is its approach to KVKK and security?
- The privacy notice required by KVKK (Turkish Personal Data Protection Law) is published in the survey languages and stored as versions. Personal data is masked based on permissions, automatically deleted or anonymized at the end of the retention period, and data subject requests are managed from the panel. Access is role and unit based; two-factor authentication, passkeys and a tamper-proof audit log are available.
- How is it used?
- The platform is used in a web browser; the management panel can be added to a phone as an app and sends instant notifications. The interface is in Turkish. Setup steps, screen guides and API documentation are publicly available.
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