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Customer satisfaction (CSAT)

CSAT (Customer satisfaction) score is a numerical measure of customer satisfaction.
Inbox admins can enable CSAT settings to track feedback of the customers after a live chat with an agent.

Use case

CSAT setting helps you to measure how happy your customers are with agents and their service. If you want to retain more customers and increase customer lifetime value, it’s essential to keep customer satisfaction high by resolving their queries. CSAT helps you solve problems, prevent churn, and identify happy customers that can become your advocates and evangelists. It’s an essential step in the process of building customer loyalty, creating customer delight, and areas to excel, improve, and generate positive word-of-mouth.

note

CSAT settings enabled here is designed to fetch only the Agent feedback and Chat feedback by collecting the ratings.
This works only for website chatbots.

Enable CSAT settings​

Follow the below steps to enable the customer satisfaction feature:

  1. Open Settings > Inbox.

  2. Search and select Customer satisfaction. image

  3. Enable Default feedback toggle.

Sample CSAT

  • When an inbox admin enables CSAT and the agent clicks Resolve after the live chat is resolved, the user gets a message to rate the agent and the interaction.
  • A customer/bot user can select a number and rate the agent based on the interaction.
  • On Insights, admin can analyse the agent performance based on this score. drawing

View CSAT scores​

CSAT score is the user feedback given to the inbox agent.
These details are found in the Insights module > Data Explorer > Chat tickets.

note

You can create flows in Automation:

  • To ask the customers for more details(customized feedback collection flow).
  • To collect CSAT feedback on other channels like WhatsApp, Facebook, etc.