Industry · Technology
Voice of Customer for B2B SaaS
Your customers have opinions about your product that no survey has ever captured. PrismScope gets you the real story behind every account.
The challenge
The Challenge
In B2B SaaS, the gap between what customers tell you and what they actually think is where churn lives. Your NPS says 7. Your QBR says “everything's fine.” And then the renewal conversation goes sideways.
The problem is not that customers are hiding feedback. It is that your surveys never ask the right follow-up:
- • Why the admin stopped using the reporting module three months ago
- • What the champion tells their team about your product behind closed doors
- • Whether the “fine” in their CSAT response means satisfied or indifferent
- • What their procurement team will flag when renewal comes up
PrismScope asks the follow-ups your surveys never do.
How it works
How It Works
Send your customers a PrismScope conversation instead of a static survey. The AI adapts in real time—probing on frustrations, asking for specifics when answers are vague, and connecting the dots across topics.
Each conversation produces a full transcript, sentiment analysis, and theme extraction. Across your full customer base, PrismScope synthesizes the patterns your team needs to act on—before accounts go quiet.
The result is voice-of-customer intelligence that is specific enough to act on and broad enough to see trends.
Use cases
Use Cases
Customer Health Checks
Understand account sentiment beyond NPS scores
Onboarding Feedback
Learn where new customers struggle in their first 90 days
Churn Prevention
Surface at-risk accounts before renewal conversations
Feature Adoption
Find out why users aren't adopting key features
Stakeholder Alignment
Capture feedback from multiple decision-makers per account
Competitive Intelligence
Understand why prospects choose alternatives
What we'd ask
Example Questions
“Walk me through how your team uses our product day to day. What works well, and where do you hit friction?”
“If you had to make the case to renew internally, what would you say—and what would give you pause?”
“Tell me about a time you considered switching to a different solution. What triggered that?”
“How has your experience with our support and customer success team been? Be honest.”
“What is one thing we could fix that would make the biggest difference for your team?”
Your move
Hear what your customers actually think
Try a live VOC conversation and see the difference adaptive follow-up makes.