Everything your agency needs to serve riders better.
Pulse Feedback: transit customer service software for complaints, commendations, inquiries, and lost-and-found.
Dozens of capabilities, all built for transit.
Customer service software that actually fits transit.
Multi-Channel Intake
Web forms, phone, AI voice agents, and automatic email ingestion. Connect your customer service mailbox and incoming emails are parsed and converted into feedback entries automatically. No manual data entry. Everything lands in one system.
Amazon Connect Integration
Seamlessly integrates with Amazon Connect for IVR, call queues with priority and overflow rules, agent status management, and supervisor dashboards. All powered by AWS's enterprise-grade contact center platform.
AI-Powered Processing
Auto-categorization and smart field extraction. AI voice agents for inbound feedback. Natural language reporting.
Feedback & Case Management
Complaints, commendations, inquiries, ADA requests. Configurable types, subtypes, and custom fields. Status workflows with routing and auto-assignment.
Investigation Management
Multi-stage investigations with multiple assignees. Evidence attachments, outcome tracking, and the ability to link related investigations.
Lost and Found
Dedicated module for managing lost and found items. AI-assisted matching between lost and found reports.
SLA Tracking
Configurable response and resolution targets. Automatic on-time, at-risk, and violated alerts. SLA adherence reporting.
Reporting & Analytics
Standard and custom report builder. Period comparison, trend alerts, and CSAT surveys.
Integrations
Salesforce sync for cases, contacts, and custom objects. Everything flows into one place. Microsoft 365 for email ingestion and SSO. Amazon Connect for contact center operations.
Self-Service Configuration
Add fields, adjust workflows, configure routing. No vendor dependency for system changes. Your agency stays in control.
Pair Feedback with our AI rider-support agent.
Pulse RideInfo answers "where's my ride?" calls and chats 24/7 from your GTFS data, and routes anything that needs a human straight into Pulse Feedback. Run them together or on their own.
See it in action
Schedule a demo and we'll walk you through how it works for your agency.
Request a Demo