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 customer satisfaction survey to customers after their conversation gets resolved. The questions can be customized to align with their requirements.

To manually request CSAT feedback without having to wait until the conversation is resolved, use the /survey command in Inbox > Customer messages.

Installation

1. Install the CSAT on conversation from the DevRev marketplace.

2. Select the dev org to install the snap-in, confirm installation, and click Deploy snap-in.

Configuration

1. Go to Snap-ins > CSAT on conversation > Configure.

2. Select the channel you want to send the survey on in Survey channel.

3. 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.

4. Customize your survey response scale which is shown to the customers to select from in Survey response scale.

5. To collect additional feedback from the customer along with the scale rating, ensure that the toggle for Additional Feedback Request configuration is enabled.

6. Write a query for the customers after the survey is populated in Survey query.

7. Write a message for the customers after the survey response is submitted in Survey response message.

8. Specify the time for the survey to expire (in minutes) in Survey expires after.

   

9. Click Save > Next and deploy the snap-in.