Customer Satisfaction
Customer Satisfaction (CSAT) enables you to automatically send a review link to customers after a conversation is marked as resolved.
This allows you to consistently collect customer feedback, measure service quality, and gain insights into the overall customer experience.
By integrating CSAT into your workflow, your team can better understand customer satisfaction levels and continuously improve service performance.
Configure CSAT Message
You can customize how CSAT is presented to customers through two types of messages:
CSAT Page Message
This message appears on the CSAT rating page where customers submit their feedback.
It is used to guide the customer and set the tone of the feedback experience.
CSAT Request Message
This message is sent automatically after a conversation is resolved.
It typically includes a link that directs customers to the CSAT page where they can submit their rating and feedback.
CSAT Activation
CSAT is configured at the Connected Platform, allowing you to control which channels will send feedback requests.
To enable CSAT:
- Go to Connected Platform
- Select the desired platform (inbox)
- Scroll to the CSAT section
- Enable the CSAT toggle
- Click Save to apply the changes
Once CSAT is activated for a platform (inbox), the system will automatically send a feedback request after a conversation is marked as Resolved.
All submitted responses can be tracked and analyzed through the Analytics section, allowing you to monitor performance and gain insights into customer satisfaction.