The platform
An operating system for the in‑person customer experience.
Resatisfy is not a chatbot, survey tool or waitlist app. It manages the whole loop — arrive, assist, serve, listen, recover, improve — and every module writes into the same customer experience graph, so the numbers on every screen reconcile.
Every wait is inside Fairfax BMW's thresholds
Target 20 min · warning 25 min · critical 45 min, set on this location.
Alex Duarte has been waiting 12 minutes with no status update
Sentiment is critical. Manager intervention and an immediate service update recommended.
| Customer | Service | Wait | Staff | Status |
|---|---|---|---|---|
| John Reyes | Express oil change | 8m | Derek Hollis | Waiting |
| Sarah Whitfield | Walk-in service | 27m | — | Waiting |
| Alex Duarte | Tire service | 12m | — | Waiting |
| Maria Delgado | Service appointment | 38m | Chris Boone | Called |
| Ingrid Lindqvist | Service appointment | 24m | Monica Reyes | In service |
Alex Duarte · wait against thresholds
12m
Journey builder
Draw what happens around a visit.
Every module reacts to the same events, and the journey builder is where you decide how. Drag a trigger onto the canvas, add the conditions that qualify it, and connect the steps that follow — a message, a staff alert, a recovery case, a priority bump, a feedback request.
- The canvas is a view over the real configuration, not a parallel system — it compiles down to the same trigger, conditions and actions the engine already runs
- Six templates to start from: welcome and hand off to the concierge, proactive wait update, manager escalation, post-visit feedback, review request for happy customers, and win back a customer who walked
- Validation as you build: it names the step that is unconnected, the condition with no value, the branch the engine will not run
- An automation built before the canvas existed opens in it, laid out automatically
- Enable, disable, duplicate and read the full run log — the list view is still there when you prefer it
Proactive wait update
Triggers
Logic
Actions
Trigger
Wait passes 20 minutes
Cooldown 25 minutes
Condition
Visit status is not In service
Yes →
Action
Text the customer a real position
SMS · {{visitLink}}
Action
Alert the manager on shift
In-app + Slack · Warning
Compiles to the same trigger, conditions and actions the engine already runs.
Also in the product
The surfaces around the modules.
A customer experience platform is used by more than one kind of person — someone at a desk, someone walking a floor, someone in a lobby chair, and someone deciding next quarter's staffing. Each gets a surface built for how they actually work.
Ops display
The queue on the wall: now serving, called, waiting and an at-risk strip, coloured against each location's own thresholds and masked for a room that can see it.
Floor mode
The same queue on a phone, for the manager who is standing in it. Filter chips, call next, start service — without walking back to a desk.
Capacity simulator
Fits a queueing model to one location's history, finds the hours where demand outruns the desk, and prices a staffing change in minutes, satisfaction and CX points.
Saved segments
Filter customers by visits, satisfaction, tags, VIP tier, location and recency, then save the filter as a named segment anyone on the team can open.
Setup guide
Six steps from an empty account to a first real check-in: business, location, services, team, the automations that run on their own, and go live.
Brand settings
One hex value. The product generates the full accent ramp from it at runtime, so buttons, charts and the customer's own visit page all carry your colour.
Realtime
A server-sent event stream pushes the queue, recovery, conversation and notification surfaces the moment something moves, with polling underneath as a backfill.
Palette and shortcuts
⌘K searches customers, cases and locations and runs commands. Two-key navigation — g then a letter — gets to any screen without a mouse.