CustomerSure
Contact center quality assurance software
Customer success software
Experience management software
Feedback analytics software
Proactive customer retention software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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£1,999 per month
Free Trial
Free version unavailable
Small
Medium
Large
- Professional services (engineering, legal, consulting, etc.)
- Retail and wholesale
- Banking and insurance
What is CustomerSure
CustomerSure is a customer feedback and experience management platform used to capture, route, and track customer issues and improvement ideas across teams. It supports workflows for closing the loop with customers, assigning ownership, and monitoring resolution progress, typically for customer service, customer success, and operations teams. The product emphasizes structured feedback handling (case-style management) and internal accountability rather than operating as a full contact center telephony platform.
Closed-loop feedback workflows
CustomerSure focuses on turning feedback into trackable actions, with ownership, status, and follow-up steps. This supports operational use cases such as complaint handling, service recovery, and continuous improvement programs. Teams can use it to ensure customers receive responses and that internal actions are completed. This is a practical fit when the primary need is managing feedback-to-resolution rather than running voice routing.
Cross-team accountability tracking
The platform is designed to route feedback to the right internal team and maintain an audit trail of what happened next. This helps organizations coordinate between support, success, product, and operations on customer-impacting issues. It can reduce reliance on ad hoc email threads and spreadsheets for tracking follow-ups. The approach aligns with experience management programs that require governance and visibility.
Feedback analytics for prioritization
CustomerSure provides reporting intended to help teams identify recurring themes and prioritize improvements. This supports management-level review of drivers behind dissatisfaction, churn risk signals, or process breakdowns. Compared with contact-center-first tools, the analytics are oriented around feedback cases and outcomes rather than telephony performance alone. This can be useful for organizations that need actionable insight tied to resolution activity.
Not a full CCaaS suite
CustomerSure is not positioned as a complete call & contact center platform with native telephony, IVR, ACD, and workforce tools. Organizations that need end-to-end omnichannel routing and agent desktop capabilities typically require a dedicated contact center system alongside it. As a result, it may function as a complementary system rather than the system of record for contact handling. This can add integration and administration overhead.
QA features may be limited
For contact center quality assurance, organizations often require call recording, screen capture, automated evaluations, and calibration workflows. CustomerSure’s core orientation is feedback management and case handling, so deep QA tooling may be less comprehensive than specialist QA platforms. Teams may need separate tooling for conversation capture and scoring. This can complicate unified reporting across QA and experience metrics.
Integration depth varies by stack
Value depends on how well CustomerSure connects to existing CRM, help desk, survey, and contact center systems. If required integrations are not available out of the box, teams may need custom work or process changes to keep data synchronized. This can affect reporting consistency and end-to-end visibility. Integration effort is an important consideration for multi-system environments.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| CX Starter | £1,999 per month | Onboarding: online pre-implementation design session and assisted account setup; Ongoing: annual account review, best practice webinars, user-group, video/guide training and coaching; Platform: 30 users, 30 active surveys, 5,000 emails/month, 20 sites/teams, 5 brands; multilingual surveys. Prices exclude VAT where applicable. |
| CX Pro | £2,000–£7,999 per month | Enhanced onboarding (online stakeholder workshop, onsite pre-implementation, integration workshop), quarterly proactive account review, online live training; Platform: 30–200 users, 30–150 surveys, 5,000–25,000 emails/month, 20–150 sites/teams, 5–25 brands; advanced AI insights, multilingual surveys, fine-grained permissions; SSO available as add-on. |
| CX Platinum | Custom pricing (contact sales) | Tailored enterprise package with onsite stakeholder workshops, prioritised roadmap input, bespoke dashboards; Platform: 200+ users, 150+ surveys, 25,000+ emails/month, 150+ sites/teams, 25+ brands; advanced AI insights. Prices exclude VAT where applicable. |
Seller details
CustomerSure
