Customer interviews, at the scale of a survey
Interview your customers with an Interactive Avatar that asks, listens, and follows up. From churn to product feedback, get the real reasons behind why customers buy, stay, and leave.
You're cold-calling Marcus Lee, Head of Sales at a mid-sized company. He's naturally curious and will engage if something sounds relevant, but he won't commit to a meeting without a clear, concrete reason it's worth his time. Your goal: earn his attention, get past any brush-off, and book a follow-up meeting.
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Trusted by over 50,000 companies
Turn customer surveys into real interviews
An customer interview tells you far more than a survey, but you can only run so many. Survey Sessions gives you interview depth at survey scale.
Interview customers with Interactive Avatars
An Avatar runs the churn, win-loss, or product conversation for you, so you interview far more customers, not just the handful you had time for.
Ask the follow-up a form can't
When a customer gives a short or vague answer, the Avatar keeps digging until the real reason is clear. You set how deep it probes on each question.
Get a research report that's ready to act on
The key themes and sentiment across every customer land in a report you can take straight to a roadmap or GTM review. It reads as a standalone research report and exports to PDF.
Read and listen back to any interview
Drill into an individual customer's interview to read their answers as a transcript, with audio playback to hear the reasoning in their own words.
Deploy with enterprise-grade security and compliance
Everything your security team needs, already in place: SOC 2 Type II, ISO 27001, 27701, and 42001, GDPR compliant, SSO and SCIM.
From text surveys to interviews at scale
Before Survey Sessions
Customer interviews reached only a few
Surveys gave you a reason code
Research was slow and costly
You saw the score, not the reason
After Survey Sessions
Customer interviews run at survey scale
Follow-ups get the real reason
Research runs faster and cheaper
You hear why customers buy, stay, and leave
Built on the AI video platform trusted by 90% of the Fortune 100
See Survey Sessions in action
Built to understand every customer decision that matters
From why a customer churned to what they think of a new feature, you can interview for the reason behind it.
Churn and win-loss
Interview churned accounts and closed-lost deals at scale, and hear the real reason you win and lose, not a dropdown reason code.
Product feedback
Talk to users about a feature or a roadmap idea, and follow up on what they actually mean.
Satisfaction deep-dives
Go past the NPS or CSAT number to the reason behind it, without replacing the score you already track.
Post-onboarding and adoption
Check in after onboarding or a big rollout, and find what is blocking customers from getting value while you can still fix it.
FAQs
What is a Survey Session for customer insight?
Survey Sessions is a conversational survey. An Interactive Avatar asks your questions, listens, and follows up on what each customer actually says. For customer insight, that gives you the depth of a real churn, win-loss, or product interview at the scale and cost of a survey, with every response rolled up into structured insight.
How is Survey Sessions different from a survey tool or a research agency?
A survey tool sends a form, and a form can't drill deeper when a customer says something interesting. A research agency runs real interviews, but only with a handful of people, and it is slow and expensive. Survey Sessions gives you the depth of a real interview with as many customers as you need, on your own schedule.
What do customers experience?
They join a short conversation with an Avatar that asks your questions and reacts to their answers. The current question shows on screen with a progress indicator, so they always know where they are. There is nothing to install and nothing to set up. They just talk, and because it feels like a real interview rather than a form, they tell you more.
How do I create a customer interview?
Describe what you want to learn (e.g. why customers churned last quarter) and the Assistant builds the interview for you. Or build it yourself: set the goal, add your questions, and choose how deep the Avatar follows up on each one.
How do I see the results?
Every response lands in a single table you can export to CSV. On top of that, an AI report summarizes the key themes and sentiment across everyone who took part, exportable as a PDF. And you can open any individual interview to read the full transcript or hear it in the customer's own words.
What can I use Survey Sessions for?
Churn and win-loss interviews, product and feature feedback, satisfaction deep-dives that go past an NPS or CSAT number to the reason behind it, and post-onboarding or post-rollout check-ins. Anywhere you would want to interview a customer to understand a decision but can't interview everyone, it fits.
Does it replace our NPS or CSAT tracking?
No. Survey Sessions is built to capture the open-ended "why" behind those scores, not to replace the tracking itself. Keep measuring NPS and CSAT where you do today, and use Survey Sessions to understand what is driving the numbers.
How is Survey Sessions different from a chatbot?
A general chat tool can improvise, but it won't run your defined interview, stay inside your goals, or hand back structured themes and sentiment across every customer who responded. And customers talk to a lifelike Avatar, not a text box, so it feels like a real interview.
Is it secure and compliant for enterprise use?
Yes. Survey Sessions runs on the Synthesia platform, which is enterprise-ready with SOC 2 Type II, ISO 27001, 27701, and 42001 certification, GDPR compliance with EU data residency, and SSO and SCIM for access control. It is the same platform trusted by 90% of the Fortune 100.
