HarborByte XM

The rating says four stars. The comment says what to fix.

HarborByte XM asks your users the right question inside your web or mobile app, at the moment it matters. AI reads every written comment, splits the sentiment by topic, and sends the real problems to your team before they turn into churn. No in-house developers? HarborByte's white-glove concierge service installs XM inside your app for you.

Start an XM project See how it works

A four-star checkout with a mixed comment. XM splits the sentiment, tags the topic, and routes the flag.

The AI read

Every comment, read and sorted.

XM reads written comments in multiple languages and turns each one into fields your team can act on.

Sentiment

Positive, negative, or mixed, broken out by topic. A four-star rating with a complaint inside it does not disappear into the average.

Topic

Comments are grouped by what they are about, like delivery dates or checkout speed, even when every person words it differently.

Summary

When replies pile up, XM writes a short summary of what people agree on. The original comments stay one click away.

Flag and route

Comments that describe a real problem are flagged and sent to Slack, email, or your ticket system, so someone owns the fix.

Timing

Ask while they still remember.

Email surveys land a week later, when nobody remembers which screen bothered them. App store reviews are public and short. Support tickets arrive after the damage is done.

XM asks at the end of the flow, inside the product. Every answer stays tied to the exact checkout, setup step, or feature that prompted it.

The survey

Built into your product, not bolted on.

NPS, CSAT, CES, and more

Star ratings, NPS, CSAT, CES, multiple choice, and open comments. Mix them into one short survey.

Web and native mobile

SDKs for web apps and native mobile apps. The survey renders inside your product, never on a separate survey site.

Looks like your product

Fonts, colors, and spacing match your design, so the survey reads as part of the app.

Targeting that respects people

Choose the segment, the sampling rate, and how often one person can be asked. Nobody gets surveyed to death.

Trends dashboard

Sentiment and topics over time in a HarborByte dashboard, so you can see whether a release made things better or worse.

Export, API, and webhooks

Send every response to your warehouse or your tools by export, API, or webhook.

Setup

From first question to first answer.

Pick the moment
Choose the event that triggers the survey: checkout complete, onboarding done, or a feature opened for the first time.
Drop in the SDK
Your developers add the hbxm SDK and one trigger call. No in-house team? HarborByte's white-glove concierge service does that install inside your app. We draft the questions and tune the targeting either way.
Act on the read
Responses arrive with sentiment, topic, and flags attached. Problems route to the right people automatically.

Where to start

Where teams ask first

Most projects start on one of these screens. If your question lives somewhere else, XM goes there.

After onboarding
Find the setup step people stall on before the next group hits the same wall.
After a purchase
Ask about checkout on the confirmation screen, while the experience is still fresh.
First use of a feature
Find out whether a new screen makes sense to someone who did not build it.
On the way out
Ask why someone is leaving a flow, while you still have a chance to change their mind.

For developers

One SDK. One call.

Install the hbxm SDK in your web or mobile app, then trigger a survey on any event you already track. Responses come back with the rating, the comment, and the AI read attached, and flow to your tools by API or webhook.

Don't have a developer? HarborByte's concierge service is the premium option. We work inside your web or mobile app, place the survey, and hand you XM live. You don't write the trigger.

Example trigger

hbxm.ask({
  id: "post-checkout",
  when: "checkout.complete",
  questions: ["rating", "comment"],
})

Before you start

Questions we get

Where does the survey appear?

Inside your web or mobile app, on the screen you choose. People answer in place and are never sent to a separate survey site.

Who sets it up?

Your developers can install the hbxm SDK and add the trigger. HarborByte drafts the questions, configures the targeting, and sets up the AI read and the routing. If you don't have an in-house team, the white-glove concierge service does the install inside your app. That is a premium engagement: we handle the integration and the survey setup.

Which languages does the AI read?

XM reads comments in multiple languages and returns sentiment and topics in the same structure, whatever language the comment came in.

What do you get back?

The rating, the comment, and XM's read: sentiment, topic, a summary of similar replies, and a flag when the comment describes a problem. All of it is in the dashboard, in exports, and available by API or webhook.

Will people get tired of surveys?

You set the sampling rate and how often one person can be asked, so surveys stay rare and relevant.

Find out what the stars aren't telling you.

Tell us the screen. We'll draft the questions and get XM live, with your developers or through our concierge service.

Start an XM project