"Should I use Typeform my support team's CSAT?"
If you’re looking to collect CSAT or NPS feedback after support conversations, you may be comparing tools like Typeform and Surveywell.
It’s a fair question. Typeform is a fantastic tool—polished, flexible, and widely used across industries. Many ecommerce teams start by building their first feedback surveys there. But is it the right tool for post-support CSAT collection at scale?
What Typeform does really well
Typeform is one of the most versatile and beautifully designed survey builders available. It shines in a number of areas:
- Highly customizable form flows: You can build anything from a two-question CSAT to a full product-market fit survey, with branching logic and sleek UX.
- Strong branding and design: Typeforms look great out of the box, helping you stay on brand without extra work.
- Flexible integrations: Typeform connects to hundreds of tools through Zapier or native integrations (like Google Sheets, Slack, HubSpot, etc.).
- Great for one-off surveys or marketing research: Many teams use it to collect email signups, run quizzes, or even replace contact forms.
So if you’re manually sending a CSAT survey link after a support interaction, or just testing feedback collection, Typeform can work temporarily.
Where Surveywell is different - Gorgias, CSAT, NPS and automation
While Typeform is a general-purpose survey builder, Surveywell is purpose-built for customer support teams, especially in ecommerce environments using tools like Gorgias, Aircall, or Shopify.
Here’s what sets it apart:
1. Surveywell is built for post-support feedback.
Surveywell automates CSAT and NPS collection right after a ticket is closed, a chat ends, or a social interaction finishes. Forget manual links and form-building. We offer a consistent flow that runs in the background.
2. It connects directly to ecommerce support tools.
Surveywell integrates deeply with platforms like:
- Gorgias – trigger surveys after tickets, use tags or agent names in survey logic, supporting email plus all social and chat channels
- Shopify – trigger a survey directly after an order is completed
You don’t need Zapier to wire it all together. It’s native.
3. Agent-level insights come standard.
Unlike Typeform, Surveywell automatically attributes feedback to the agent or ticket involved, so you can:
- Track individual performance
- Set up score alerts per rep
- Segment by team, order type, or channel (email, chat, phone)
It wouldn't really make sense to compare the two tools on reporting and analytics, since Surveywell's goal is to sync it all to Gorgias
4. It’s optimized for speed, scale, and automation.
Surveywell is not a form builder—it’s a feedback engine. You don't need to design anything. It just works, out of the box, for:
- SMS or email-based CSAT
- 1-click rating surveys
- Multi-question NPS or custom follow-ups
So, should I use Typeform or Surveywell?
If you're looking at anything else than CSAT / NPS for Gorgias and Shopify, go with Typeform!
If you're looking to automate satisfaction surveys, after a support interaction, and log it all in your helpdesk, go with Surveywell.
In fact, many support teams use Typeform, then migrate to a tool like Surveywell when the CSAT volume, speed, or reporting needs grow, while keeping Typeform for all other forms or purposes!
Final thoughts
Typeform is an excellent survey platform, especially for marketing, product, or brand research. But if you're running support for an ecommerce brand, and need feedback to flow after every conversation with zero manual effort, Surveywell is purpose built. The two platforms are complementary more than competing.
👉 Ready to automate CSAT across email, chat, SMS, or phone? Book a demo with a founder to see it in action.
