Customer Satisfaction (CSAT) surveys are a powerful tool to gauge customer sentiment and identify areas for improvement. By measuring customer satisfaction, you can gain valuable insights into your team's performance and the overall quality of your support interactions. You may improve the overall customer experience through the CSAT survey by:
Identify Pain Points: Analyze low-rated conversations to uncover common issues and address them promptly.
Recognize High-Performing Agents: Reward and recognize agents who consistently deliver exceptional customer experiences.
Improve Agent Training: Use feedback to identify training needs and improve agent skills.
Enhance Product and Service: Use customer feedback to inform product development and service improvements.
SETUP THE CUSTOMER SATISfaction SURVEY
To gauge customer satisfaction and identify areas for improvement, Freshchat offers a powerful tool: Conversation Ratings. By enabling CSAT surveys, you can collect valuable feedback from your customers.
- Go to Admin > Customer Satisfaction.
2. Toggle the Enable CSAT switch.
3. Enter the question and any additional feedback fields to customize the survey.
4. Survey Preferences to fit your specific needs with these settings:
Additional Feedback: Enable this option to collect more detailed feedback from customers after they've rated their interaction.
Reopen Conversation: Choose whether to automatically reopen a conversation if a customer provides a low rating.
Minimum Message Threshold: Set a minimum number of agent messages required to trigger the CSAT survey. This helps ensure that the survey is relevant and meaningful.
5. Configure Survey Triggers: Define specific conditions to determine when the survey should be sent.
Minimum Resolution Time: Set a minimum time interval between the last customer message and conversation resolution. If a conversation is resolved too quickly, the survey may not be relevant.
Maximum Survey Display Time: Specify a maximum time limit for displaying the survey. If the customer hasn't rated the conversation within this timeframe, the survey will be hidden.
6. Then, click on Save CSAT Settings button.