CSAT on ticket
CSAT on ticket offers a simplified approach to measure customer satisfaction level for the ticket 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 are. The questions can be customized to align with their requirements.
Installation
- Install the CSAT on ticket from the DevRev marketplace.
- Select the dev org to install the snap-in, confirm installation, and click Deploy snap-in.
Configuration
- Go to Snap-ins > CSAT on ticket > Configure.
- Select the channel you want to send the survey on in Survey channel.
- Write introductory text for the survey in Survey introductory text.
To include the customer's name in the CSAT survey emails, add a key ((customer_name)) to the introductory text configuration of the CSAT.
- Customize your survey response scale which is shown to the customers to select from in Survey response scale.
- To collect additional feedback from the customer along with the scale rating, ensure that the toggle for Additional Feedback Request configuration is enabled.
- Write a query for the customers after the survey is populated in Survey query.
- Write a message for the customers after the survey response is submitted in Survey response message.
- 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 Tickets > Customer messages.
