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Understand the customer interaction through what people actually say and do.
Popscale creates signals every time people practice, are evaluated or reflect. When you need answers to questions that ongoing usage can’t answer, you can complement it with targeted AI interviews and Studies.
Signals from usage · Studies when you need to ask · Insights
The problem.
Don’t develop the customer interaction from headquarters based on assumptions.
Headquarters knows how the offer, the process and the ways of working are meant to function. Employees know what happens when the customer is standing in front of them. Customers know how the interaction actually feels. To understand the customer interaction, the perspectives need to be captured systematically – in what people do every day, and in what they tell you when someone asks.
- Which customer situations does the team find hardest?
- What do customers ask about again and again?
- Where in the customer journey does unnecessary friction occur?
- Why do customers lose interest, trust or motivation?
- What works differently at the best-performing units?
- What knowledge is missing when it’s needed?
- Which ways of working live with a few experienced people but not across the rest of the organization?
Understand first. Then decide on the initiative.
Learn from usage.
Every interaction leaves evidence. Read across many, it becomes understanding.
When employees meet AI customers, get coached or answer questions, every scored interaction is evaluated against your criteria. Results, attempts and feedback remain – and when they are read together in Insights, the patterns become visible for teams and the organization.
Results against your criteria
Every scored Roleplay or Coaching session is evaluated against a template with a passing level. The result shows how well the person can recall knowledge, reason and act – not just that the activity was completed.
Progression over time
Follow how results and Mastery Score develop, person by person and activity by activity, across the whole Journey.
Recurring gaps
See which activities take the most attempts before they are passed, and where many people get stuck. Evidence for where the customer interaction is genuinely hard.
Differences between teams
Compare departments: who has got going, where progress is slow and which activities differ between groups.
Most of the evidence is created without anyone having to ask. See how Insights works →
Ask when you need to.
Some questions usage can’t answer.
The results show what people can do and where they get stuck. They don’t show why customers lose trust, how a step in the customer journey feels, or what the best performers do differently. Then someone needs to ask.
Learn from usage
When the question is about what people can do, where they get stuck and how capability develops, the answer is often already in Insights.
Example: Which onboarding activities take the most attempts?
See how Insights works →Ask with Interviews and Studies
When you are looking for perspectives, experiences, causes and patterns that the results don’t show, someone needs to ask – customers, employees or experts.
Example: Why do the advisors find the new offer hard to explain?
See how Studies work →Studies are a tool for understanding. Understanding is not a Study.
Studies and Interviews.
An Interview is a conversation. A Study turns many conversations into a complete picture.
Each participant gets their own AI-led voice conversation. The AI follows the interview guide, asks one question at a time, and asks for clarifications or examples when needed. When the conversations are done, they are read together. That makes it possible to see:
Every person gets a conversation. The organization gets a broader foundation.
Four common Studies.
Same method. Different questions.
Frontline Study
What is actually happening out in the business?
Interview customer-facing employees about recurring customer questions, difficult situations, friction in processes, and the gap between the intended and the actual way of working.
Customer Study
How do customers experience an important step in the customer journey?
Interview customers about, for example, a purchase, an advisory conversation, onboarding, a service case, a complaint, or a decision to leave.
Best Practice Study
What do the best performers do differently?
Interview experienced employees, leaders or top performers about which questions they ask, what they notice, and how they reason in difficult situations.
Customer Journey Study
Where in the journey do the gaps appear?
Let several roles describe the same customer journey from their perspectives, and compare that picture with what customers themselves experience.
How a Study works.
From a question you can’t answer to a foundation you can act on.
- 01
Define the question
What do you need to understand about the customer interaction, the customer journey, or how the organization works – that usage doesn’t already show?
- 02
Choose the audience
Who holds the perspective – customers, employees, leaders, experts, or several groups?
- 03
Build the interview guide
Define topic areas, open questions, possible follow-up questions, and what needs to be covered.
- 04
Invite the participants
Send individual invitations or share a link. The setup can be identified or anonymous depending on the purpose.
- 05
Conduct Interviews
Each participant gets their own AI-led voice conversation.
- 06
Read the full picture
The answers are compiled into a shared foundation that people in the organization can review and use.
What a Study gives you.
More than a summary.
Summary
An overview of what the audience described, written for those who didn’t take part in the conversations.
Key findings
Recurring patterns, differences and perspectives that need attention.
Topic coverage
A picture of which areas were sufficiently covered and where more perspectives may be needed.
Suggested actions
Concrete suggestions to accept, dismiss, prioritize or investigate further.
Transcripts and evidence
Material that makes it possible to check the context behind a summary or conclusion.
The insight determines the next step
Not everything that’s hard should be solved with training.
Usage shows where capability falls short. A Study can show that the problem isn’t capability at all, but lies in:
Sometimes the answer is training. Sometimes the offer, the process, the mandate or the communication needs to change first.
Popscale helps you train with greater precision – not train for the sake of training.
Responsible use.
Input for people – not an automatic verdict.
- Respondents’ words should be possible to review in their context.
- Key findings and suggested actions need to be weighed against other relevant knowledge and business data.
- Anonymity and visibility should be adapted to the purpose.
- Participants should understand why the interview is conducted and how the answers are used.
- A Study should not be used to evaluate an individual’s performance.
Book a demo.
Understand a customer moment that matters.
We’ll show you how the signals from usage are read in Insights and how a Study works. Before we talk, think about a question you don’t have the answer to – a complaint that keeps coming back, a step in the customer journey that creates friction, or a way of working that only a few people have mastered.