Case Study: TokenFlex achieves real-time customer experience insights with Wiseback

Excellent Customer Experience with Digital Meal Cards

TokenFlex, a Turkish provider of digital meal and gift card payment solutions, sought to measure and manage the customer experience across all touchpoints, with a primary focus on its mobile application. To gain detailed insights and improve its CSAT scores, it initiated a project with the vendor Wiseback.

Wiseback implemented its event-based mobile SDK and Form Builder to seamlessly integrate real-time, branded feedback surveys into the TokenFlex app. The solution was expanded to include Wiseback's Social Media Monitoring module, which used AI to aggregate and analyze user reviews from app stores and social platforms. This provided a holistic view of the customer experience, contributing to a 14-point increase in NPS and the collection of over 30,000 feedback responses.

TokenFlex

Sinan Karakaya

Customer Experience Manager