FAQ
Frequently Asked Questions
General
Which industries is Comvo suitable for?
Any business with branches, field teams or customer service. Organization structure, touchpoints and surveys are defined to match your industry.
How long does setup take?
It depends on the size of your organization structure. With ready-made templates and bulk unit upload, setup is completed quickly; the setup checklist shows the remaining steps.
Which devices does the panel work on?
It runs in the browser and can be used on desktop, tablet and phone. It can be added to a phone as an app.
Surveys and Distribution
Does the customer need to install an app?
No. The survey opens in the browser and requires no sign-up.
Through which channels are surveys sent?
QR code, link, email and SMS. Surveys can also be sent automatically based on system events.
Do QR codes change when the survey is updated?
The QR address is permanent; the same code always opens the live version of the survey.
How are fake or duplicate responses prevented?
A repeat response limit per device is applied, and suspicious responses are flagged and separated from reports.
Case Management
How is a case created?
A survey response that matches an alert rule or an online review below the threshold automatically becomes a case.
What happens if the resolution time is exceeded?
A case not resolved in time is escalated to the next level and the time restarts, up to three levels.
How is the success of a resolution measured?
After the case is closed, the customer receives a resolution satisfaction survey. If the feedback is negative, the case is reopened.
Integration and Security
Does it integrate with our own systems?
With the REST API you can send invitations and events and read response and case data; with webhooks, events are delivered to your system in real time.
Can online reviews be answered from the panel?
Replies you write to Google, App Store, Google Play and Facebook reviews are published directly on the relevant platform. On Şikayetvar and marketplaces, replies are written on the platform itself, while case tracking is done in the panel.
Who sees which data?
Roles and units are up to you. Users see only the units they are authorized for; personal data is unlocked with a separate permission.
How are KVKK processes managed?
The privacy notice, retention periods, masking and data subject requests under KVKK (Turkish Personal Data Protection Law) are managed within the platform.
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