VOÏA Voice Of Client Platform Features¶

This guide covers all features available in the VOÏA platform.

AI-Powered Survey Intelligence¶

Conversational Survey Engine¶

Instead of traditional forms, VOÏA can conduct natural conversations with your customers using AI.

How it works: - Customers respond in their own words - AI asks smart follow-up questions - Conversation feels natural and engaging - Data is automatically structured for analysis

Benefits: - Higher completion rates (customers prefer conversations) - Richer feedback (more detailed responses) - Less survey fatigue - Automatic language detection

Automatic Analysis¶

VOÏA analyzes every response automatically:

Sentiment Analysis
Detects if feedback is positive, negative, or neutral

Key Themes
Identifies the main topics customers mention (e.g., "pricing," "support quality," "features")

Churn Risk
Flags customers who might stop using your service

Growth Opportunities
Highlights areas where customers want improvements

No manual work required - All analysis happens automatically in the background.

Executive Reports¶

Executive Reports bring together the most important findings from a campaign into a single, presentation-ready document you can share with leadership or stakeholders. Each report is organized into three named sections.

KPI Overview A summary table that shows your key performance indicators side by side. Each metric row includes a sparkline — a miniature trend chart — so readers can see at a glance whether a number has been improving or declining over the campaign period. The NPS figure is color-coded (green for a healthy score, amber for a score that needs attention, red for a score requiring immediate action) so the most critical information is immediately visible. An AI-generated headline sentence at the top of the table translates the numbers into plain language for readers who prefer a quick summary.

Campaign Comparison A structured table that lets you measure the current campaign against one or more previous campaigns. Each metric is shown with a directional indicator — an upward arrow for improvement, a downward arrow for decline — so trends are visible without having to calculate differences yourself. A real-time search bar lets you filter the comparison table by metric name or campaign name, which is especially useful when you are working with many campaigns and need to find a specific data point quickly. See the Campaign Comparison section below for more detail on how to use this feature.

Trends Modal An interactive overlay that opens when you click View Trends inside the report. It displays eight charts organized into two groups. The first group focuses on experience metrics: NPS trajectory, sentiment distribution over time, response volume, and completion rate. The second group focuses on relationship health: churn risk trend, growth opportunity trend, account balance score, and theme frequency changes. Use the Trends Modal when you want to understand the story behind the headline numbers and identify which direction things are heading.

Perfect for: Sharing with leadership or stakeholders who need the full picture without logging into the platform

Campaign Management¶

Campaign Lifecycle¶

Every campaign follows a simple workflow:

Draft → Create and configure your survey
Ready → Review before launching
Active → Survey is live, collecting responses
Completed → Campaign closed, final reports available

Creating a Campaign¶

Step 1: Basic Information - Campaign name - Start date (when invitations send) - End date (last day to respond) - Description (internal notes)

Step 2: Survey Type - Traditional Survey: Fixed questions - Conversational Survey: AI-powered conversations

Step 3: Customization - Customize questions - Set completion time estimate - Add your branding

Step 4: Participant Assignment - Choose who receives the survey - Import from CSV or add manually

Automated Reminders¶

VOÏA automatically sends reminder emails to boost response rates:

Midpoint Reminder
Sent halfway through your campaign (e.g., Day 45 of a 90-day campaign)

Last Chance Reminder
Sent 7-14 days before campaign closes (you choose)

Automatic and smart - No manual work needed.

Participant Management¶

Participant Database¶

Centralized database of all your customers: - Name and email - Company (optional) - Role/position (optional) - Custom fields

Advanced filtering: Find participants by company, role, or custom attributes

Adding Participants¶

Option 1: Manual Entry 1. Click Add Participant 2. Enter name, email, and optional details 3. Save

Option 2: Bulk CSV Import (Recommended for large lists) 1. Download CSV template 2. Fill in participant data 3. Upload file 4. VOÏA validates and imports automatically

Validation: VOÏA checks for duplicate emails and invalid data

Participant Segmentation¶

Group participants by: - Company: Track feedback by organization - Role: Senior executives vs. frontline users - Tenure: Long-term vs. new customers

Use segmentation for: - Targeted campaigns - Segmented analytics - Personalized survey experiences

Analytics & Business Intelligence¶

Dashboard Overview¶

Your main dashboard shows: - NPS Score: Net Promoter Score (-100 to +100) - Response Rate: Percentage of participants who responded - Sentiment Distribution: Positive, neutral, negative breakdown - Active Campaigns: Currently running surveys - Recent Responses: Latest feedback received

Real-time updates: Dashboard refreshes automatically

Net Promoter Score (NPS)¶

NPS measures customer loyalty on a scale from -100 to +100.

How it's calculated: - Promoters (9-10): Happy customers who recommend you - Passives (7-8): Satisfied but not enthusiastic - Detractors (0-6): Unhappy customers at risk of leaving

NPS = % Promoters - % Detractors

Industry benchmarks: - Excellent: 50+ - Good: 30-50 - Average: 10-30 - Needs improvement: Below 10

Sentiment Analysis¶

Every response is analyzed for emotion: - Positive: Customer is happy - Neutral: Factual feedback, no strong emotion - Negative: Customer is frustrated or disappointed

Visual trends: See sentiment change over time

Key Themes¶

VOÏA automatically extracts the main topics customers mention and presents them as a ranked bar chart. Each bar represents one theme (for example, "pricing," "support quality," or "onboarding") and is color-coded by the dominant sentiment behind it — green for predominantly positive feedback, red for predominantly negative, and grey for neutral or mixed. Bars are ordered from most-mentioned to least-mentioned so you can see at a glance what is top of mind. Each bar displays both the raw response count and the percentage of respondents who raised that topic. Beneath the chart, an interpretive callout sentence summarizes the single most important takeaway — for example, "Pricing was the most discussed topic and was viewed negatively by 63% of respondents."

Use Key Themes to: - Spot recurring concerns before they become serious problems - Prioritize which areas of your product or service to improve first - Track whether a theme grows or shrinks after you make changes

Campaign Insights: Five-Tab Analytics¶

When you open a campaign and click Insights, you see a five-tab analytics workspace. Each tab focuses on a different dimension of your results. You can move freely between tabs without losing your place.

Overview A high-level summary of the campaign so far: - NPS score with a trend line showing how it has moved over the campaign period - Response rate and total responses received - Sentiment distribution (positive, neutral, negative) as a donut chart - A short AI-written headline that describes the most important finding in plain language

Growth Analytics Focuses on expansion and retention signals: - Promoter, Passive, and Detractor counts with week-over-week changes - Response volume over time as an area chart - Completion funnel showing how many participants opened the survey versus responded - Highlight cards for the segments with the highest and lowest NPS

Account Intelligence Gives you a company-level view of risk and opportunity across all accounts in the campaign: - Balance score for each company — a single indicator combining NPS, sentiment, churn risk, and growth opportunity - Confidence level (High, Medium, Low, or Insufficient) alongside each score so you know how much weight to give it - A sortable account list so you can quickly surface the accounts most at risk or most likely to expand - Hover over any account row to load detailed themes, sub-metrics, and verbatim highlights on demand - See the Account Intelligence section below for a full explanation of each element

Survey Insights Dives into the content of what customers said: - Key Themes bar chart (described above) - A question-by-question breakdown showing the distribution of answers - Verbatim response samples tagged with sentiment and the themes they relate to

Segmentation Insights Breaks results down by the groups you care about: - NPS and sentiment split by company, role, or tenure - Side-by-side segment comparison so you can see which groups are happiest and which need attention - Filter controls let you isolate a single segment to explore its themes and responses in isolation

Account Intelligence¶

Account Intelligence gives you a company-by-company view of how your customer relationships are performing.

Balance Score Each account receives a balance score — a single number that combines NPS, sentiment, churn risk, and growth opportunity signals into one easy-to-read indicator. A positive balance score suggests a healthy relationship; a negative score is a warning sign that the account may need attention.

Confidence Levels Because some accounts have responded more than others, every score is accompanied by a confidence level that tells you how much weight to give it:

High confidence — Enough responses and data points to be statistically reliable. You can act on this score with confidence.
Medium confidence — A reasonable signal, but consider reaching out directly to confirm the picture.
Low confidence — Only a small amount of data is available. Treat this as an early indicator rather than a firm conclusion.
Insufficient data — Too few responses to generate a meaningful score. The account row is still shown so you can decide whether to follow up proactively.

Hover-Loaded Enrichment Hovering over any account row opens a tooltip that loads additional detail on demand: the top themes that respondents from that company mentioned, sub-metric scores (such as churn risk and growth opportunity individually), and any verbatim highlights. This keeps the main table clean and scannable while still giving you depth when you need it.

Use Account Intelligence to: - Prioritize at-risk accounts for your customer success team - Identify expansion opportunities with healthy, engaged accounts - Allocate outreach effort where it will have the most impact

Campaign Comparison¶

Campaign Comparison lets you place two or more campaigns side by side to understand how your results have changed over time. It is most useful when you have run a campaign more than once — for example, an annual or quarterly customer feedback cycle — and want to know whether things are getting better, staying the same, or getting worse.

How to use it: - Open the Executive Reports section of a campaign and scroll to the Campaign Comparison table, or access it directly from the Insights workspace - Select which previous campaigns to include in the comparison using the campaign selector - Use the real-time search bar to filter rows by metric name if you are looking for a specific indicator

What you see: - A metrics table that shows each KPI (NPS, sentiment, response rate, churn risk, and others) for each campaign in the comparison set - A directional indicator next to each value — an upward arrow means the metric improved relative to the previous campaign, a downward arrow means it declined, and a dash means it held steady - An account-level comparison table that shows, for each company in your participant list, the NPS delta between the current and previous campaign — so you can spot which accounts are trending up or down at the relationship level

When to use Campaign Comparison: - At the end of each survey cycle to brief your leadership on progress - When you suspect a product change or service improvement has had an effect on customer sentiment and want data to confirm it - To identify accounts whose scores have dropped significantly since the last campaign, so your customer success team can intervene early

Account Insights¶

Account Insights is a per-company panel that appears on the Company Responses page when you click on a company name. It gives you a concentrated view of everything VOÏA knows about that account from the current campaign, without needing to open the full Account Intelligence tab.

The panel includes: - NPS breakdown — the count of Promoters, Passives, and Detractors from that company, along with their calculated NPS - Sub-metric progress bars — visual indicators for churn risk and growth opportunity, scaled from 0–100 so you can assess account health at a glance - Churn risk gauge — a prominent gauge that highlights accounts most at risk of not renewing or disengaging, helping you prioritize outreach - Topic pills — small labeled tags showing the themes that respondents from this company mentioned most frequently; clicking a pill filters the response list to show only responses that mention that topic - Collapsible AI summary — an AI-generated paragraph that synthesizes all responses from this company into a plain-language narrative; it explains the dominant sentiment, key concerns, and any notable positive signals; expand it when you need a quick briefing before a customer call

Use Account Insights when: - You are preparing for a customer review or renewal conversation and need a quick summary of how that account feels - Your customer success team wants to understand a specific company's feedback without reading through every individual response - You need to decide whether to escalate an account to senior leadership based on their current sentiment and churn risk

Communication & Email System¶

Email Configuration¶

Choose how VOÏA sends emails:

Option 1: VOÏA-Managed (Default)
We handle email delivery using our servers. No configuration needed.

Option 2: Your Own SMTP Server
Use your company's email server for branded emails.

Requirements for custom SMTP: - SMTP server address - Port number - Username and password - Connection security (TLS/SSL)

Test before activating: VOÏA includes a built-in connection tester

Email Templates¶

All emails are professionally designed and include: - Your company logo - Campaign name - Personalized greeting - Survey link - Professional footer

Automatic branding: Your logo appears in all emails automatically

Invitation Management¶

Bulk Invitations
Send to all participants at once when campaign activates

Individual Invitations
Send to specific participants manually

Resend Options
Resend to participants who haven't responded

Delivery Tracking
See which emails were delivered, opened, or bounced

User Management & Permissions¶

User Roles¶

Admin
- Create and manage campaigns - Add and remove users - Configure branding and email settings - View all analytics

Manager
- Create and manage campaigns - Add participants - View analytics - Cannot manage users or settings

Viewer
- View dashboards and reports only - Cannot create campaigns or modify data

Adding Team Members¶

Navigate to User Management
Click Add User
Enter email address
Select role (Admin, Manager, or Viewer)
Send invitation

Email invitation: New user receives login instructions automatically

License Limits¶

Your account has a limit on users based on your license: - Core: 5 users - Plus: 10 users - Pro: 25+ users (customizable)

Check usage: User management page shows "X of Y users"

Branding & Customization¶

Logo Upload¶

Add your company logo to surveys and emails:

Go to Brand Configuration
Click Upload Logo
Select image file (PNG, JPG, or SVG)
Logo appears automatically across platform

Best practices: - Use transparent background (PNG) - Recommended size: 200x60 pixels - Maximum file size: 2MB

White-Label Options¶

Custom Domain (Enterprise plans)
Use your own domain (e.g., feedback.yourcompany.com)

Branded Surveys
Surveys match your company colors and style

Email Branding
Emails sent from your domain

[Contact support for white-label setup]

Security & Privacy¶

Secure Survey Access¶

Participants access surveys using unique, secure tokens: - One-time use: Token expires after use - Time-limited: Optional expiration dates - No login required: Participants don't need accounts

Security: Tokens are cryptographically secure and cannot be guessed

Data Privacy¶

Anonymization Options
Hide participant names in reports (show anonymous responses only)

Data Encryption
All data is encrypted in transit (HTTPS) and at rest

Access Control
Only authorized users in your account can see your data

Multi-tenant Isolation
Your data is completely separated from other VOÏA accounts

Audit Logging¶

VOÏA tracks all important actions: - Campaign creation and activation - User logins - Participant additions - Email sends - Report exports

Use audit logs for: - Compliance - Security monitoring - Team accountability

Understanding Your License¶

Your VOÏA account includes specific limits based on your license tier:

Campaigns per year
Maximum users
Participants per campaign
Features included

Check your limits: Navigate to License Overview in settings

Learn more about licenses →

Mobile & Accessibility¶

Mobile-Responsive Design¶

VOÏA works on all devices: - Desktop: Full feature access - Tablet: Optimized layout - Mobile: Surveys and dashboards work perfectly on phones

Participants can respond from any device

Accessibility Features¶

VOÏA follows web accessibility standards (WCAG 2.1 AA): - Screen reader compatible - Keyboard navigation support - High contrast mode - Clear labels and instructions

Inclusive feedback collection for all customers

Data Export & Integration¶

Export Options¶

Export your data in multiple formats: - CSV: Spreadsheet format for analysis - PDF: Executive reports - Excel: Formatted workbooks with charts

What you can export: - Participant lists - Survey responses - Analytics reports - NPS trends

API Access (Plus and Pro plans)¶

Integrate VOÏA with other systems: - CRM integration - Business intelligence tools - Custom reporting systems - Automated workflows

[API documentation available for technical teams]

Performance & Reliability¶

System Performance¶

VOÏA is built for speed: - Dashboard loads in under 500ms - Supports 1,000+ concurrent survey participants - Handles 10,000+ responses per hour

99.9% uptime with automatic failover

Background Processing¶

Long-running tasks happen in the background: - AI analysis of responses - Bulk email sending - Executive report generation

You don't have to wait - Continue working while VOÏA processes data

Getting Support¶

Help Resources¶

In-Platform Help
Look for icons next to features

This Documentation
Comprehensive guides and instructions

Video Tutorials Coming Soon
Step-by-step video walkthroughs

Contact Support¶

Reach out to your account administrator or contact: - Email: voia@rivvalue.com

Need help? Don't hesitate to reach out to our support team.