Clozd Flex Interviews: AI-Powered Customer Feedback Solution
Clozd Flex Interviews leverage AI-powered adaptive follow-up questions combined with structured, pre-recorded queries to capture rich, real-time customer feedback at scale, overcoming the limitations of live interviews and surveys by delivering actionable insights that enhance win-loss analysis and drive revenue and retention.
Flex Interviews: AI-powered interviews, real human insights
Flex Interviews combine structured questions with adaptive follow-ups from Clozd’s AI Interviewer, unlocking richer, more actionable feedback from a broader range of customers.
How Flex Interviews Work
- 1.
Structured, pre-recorded questions
Clozd helps you record the questions you want to ask, and your customers can respond when and where it’s most convenient for them. - 2.
AI follow-up questions in real time
Clozd’s AI Interviewer listens to the conversation in real time and asks follow-ups grounded in everything the customer has shared. - 3.
Feedback flows into the Clozd platform
Feedback is turned into clear, actionable insights, giving you quick access to broader win-loss data so you can spot trends and make meaningful changes that drive revenue and retention.
Real Insights—Without the Real-World Tradeoffs
Flex Interviews solve the limitations of live interviews, static surveys, and clunky automation:
- Human-led interviews don’t scale: Live interviews provide depth but aren’t realistic for every moment or person, especially when broader coverage is needed.
- Surveys miss what really matters: Surveys collect data, not details. Open-text boxes yield short, vague answers with little context.
- Most AI tools feel risky: Generic bots can’t be trusted with your customers or your credibility due to off-brand tone and awkward follow-ups.
The Clozd Advantage:
- Flex Interviews with the AI Interviewer bring human-quality conversations to scale, letting you hear from more voices with no live call required.
- Smart follow-ups in real time help you understand not just what customers think, but why.
- The AI Interviewer is shaped by 50,000+ real conversations, listens like a researcher, adapts like a pro, and stays fully under your control.
Flex Interviews in Action
Win-loss analysis
- Scale feedback from early-loss or lower-value deals.
- Reach deals that don’t justify a live call.
- Automate early-stage loss follow-up.
- Hear from more buyers in less time.
Onboarding feedback
- Capture end-user feedback after they’re live, at scale.
- Hear from actual users, not just admins.
- Spot adoption issues across many accounts.
- Collect feedback automatically after onboarding.
Midpoint check-in
- Track customer sentiment without another meeting.
- Check the pulse on accounts between QBRs.
- Surface friction across broad segments.
- Automate check-ins at scale.
Churn analysis
- Interview churned or renewed accounts efficiently.
- Reach churned users without scheduling headaches.
- Spot renewal patterns across customer types.
- See what both buyers and users think.
Product research
- Collect user input quickly, without slowing down.
- Validate features across broad user bases.
- Compare responses by persona or segment.
- Uncover friction points at scale.
Market research
- Test new segments using contacts you already have.
- Gather input without external panels.
- Compare messaging across buyer types.
- Reach new personas from your CRM.
"Yes, we surveyed people. But surveys by nature are limiting—and you didn’t hear directly from a customer or prospect—whereas the Flex Interviews allowed us to hear directly from that customer or prospect and get a lot more detail than a survey gives you."
— Tirrah Switzer | VP of Product Marketing
FAQs
How does setup work—and how much control do I have?
Flex Interviews allow you to scale feedback across the entire customer journey. When setting up a new Flex Interview, you start by defining the type of insights you want to collect and the set of questions to uncover them. You write and record your core interview questions. Depending on your program, this can be self-service or supported by a Clozd consultant.
If you include adaptive AI follow-ups, you can guide the experience by providing broader context (company goals, product strategy, customer personas) and by configuring follow-up settings for each question. Every setting is optional, visible, and easy to configure. You’re in control from start to finish.
Can I test the AI before it goes live?
Yes. Most teams start by sending their Flex Interview to internal stakeholders to test the question flow. This allows you to see how the AI responds, ensure follow-ups align with your intent, and confirm the experience feels right for your audience. You can refine follow-ups, adjust phrasing, or update context at any time. Best practices and guidance are provided.
How does the Clozd AI Interviewer know what follow-up questions to ask?
The AI Interviewer analyzes not just the answer to the current question, but everything the customer has said so far. Each follow-up is grounded in the full conversation. You guide the AI by providing context and intent during setup. The AI is modeled after Clozd’s interview methodology, refined through over 50,000 qualitative interviews.
How do I train the AI on what matters to my company?
You guide the AI with context, not by retraining a model. During setup, you provide high-level context about your company, product, industry, or goals, and define the intent for each question. This shapes how the AI asks follow-ups and keeps it focused and relevant.
Do I have to use AI in every Flex Interview?
No. AI follow-ups are optional and fully under your control. You can enable or disable follow-ups per question, adjust how many the AI can ask, and refine its intent. Flex Interviews adapt to your team’s goals and your customers’ preferences.
How do you make sure the AI is secure, accurate, and on-brand?
Clozd’s AI Interviewer is purpose-built for customer-facing research. It uses a customized prompt based on Clozd’s qualitative research methodology. You guide the AI through context during setup, and follow-ups are always grounded in the customer’s responses. Every AI-generated follow-up can be reviewed and removed if needed. Your data is never used to train external models, ensuring privacy and trust.
Customer Testimonials
- "Clozd helps us understand, with confidence, why we win and lose deals." — Ike Nwabah, VP of Marketing
- "Every review from Clozd that I read teaches me new ways to improve our sales process." — Tripp R., Global Competitive Insights Manager
- "Depth of knowledge we could never achieve on our own." — Gary C., VP of Product Marketing
- "Clozd is a no-brainer. The upfront investment is quickly dwarfed by the immense value it brings in the form of actionable intelligence and competitive advantage." — Dan Bolton, Vice President of Corporate Marketing at Nitrogen
- "Clozd checks all the boxes to store, filter, analyze, and share win-loss findings at scale. Better yet, their team members are true consultative partners that have helped us up-level our win-loss program." — Karen Warfield, Head of Competitive Intelligence at Clari
- "It's invaluable feedback that comes directly from our customers and helps support us in our product planning and when we go up against competitors." — Hillary Neal, GTM Processes & Programs Leader at Qualtrics
Connect with a Member of Our Team
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