CSAT on conversation
CSAT on conversation offers a simplified approach to measure customer satisfaction level for the conversation resolved with the help of surveys which can be utilized to enhance the overall customer experience.
This snap-in displays a survey scale to the customers after their ticket gets resolved on how satisfied they're The questions can be customized to align with their requirements.
🎥 Video: DevRev PLuG surveys
Installation
🎥 Video: DevRev PLuG survey installation
- Install the CSAT on conversation from the DevRev marketplace.
- Select the dev org to install the snap-in, confirm installation, and click Deploy snap-in.
Configuration
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Go to Snap-ins > CSAT on conversation > Configure.
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Select the channel you want to send the survey on in Survey channel.
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Write introductory text for the survey in Survey introductory text.
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Customize your survey response scale which is shown to the customers to select from in Survey response scale.
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To collect additional feedback from the customer along with the scale rating, ensure that the toggle for Additional Feedback Request configuration is enabled.
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Write a query for the customers after the survey is populated in Survey query.
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Write a message for the customers after the survey response is submitted in Survey response message.
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Specify the time for the survey to expire (in minutes) in Survey expires after.
- Click Save > Next and deploy the snap-in.
You can now use the /survey command to manually collect CSAT feedback without having to wait till the conversation is resolved in Inbox > Customer messages.
