Case Study: Helix achieves personalized, effortless customer feedback with Customer Thermometer

Personalization holds the key to customer satisfaction for Helix

Helix, a New York City-based company that makes personalized, custom-built mattresses delivered direct to customers, wanted a better way to capture customer satisfaction feedback without adding friction to the experience. As the team grew, it needed a simple, representative CSAT process that could fit naturally into customer communications and align with its highly personalized brand.

Using Customer Thermometer embedded in Zendesk emails, Helix added custom feedback buttons designed with its own branding and routed responses into Slack for the team to review in real time. Customer Thermometer made it easy to collect effortless, on-brand feedback, spark internal conversations, and surface issues quickly so Helix could improve policies and customer experience, while reducing the need for separate survey emails and increasing engagement with feedback.

Helix

Katie Dawson

Director of Customer Experience