The service team would like to be informed of all comments included in any type of feedback survey response (NPS, CSAT, CES) immediately and works primarily via Slack.
Currently only NPS comments can be sent via a Slack notification.
Being able to see comments immediately will allow the team to act and course-correct and work with the customer directly in a timely manner to resolve any potential issues.
Critical. Need CSAT Comment field for a variety of use cases. Comment field for NPS, need one for CSAT as well.
Currently, the Comment field is useless for CSAT because there is no easy way to access it. This doesn’t seem hard to implement since it’s already working very well for the NPS.
This is why we look for other alternatives to HubSpot feedback as this is not one package.
Can we have an update please about this. Currently spend €100,000 a year on HubSpot and I am not sure what value this offers some of the time.
Why do the different surveys have different functionality? I think communicating the customer response in a Slack message is important regardless of the survey type. The CSAT survey, for example, tells my team members they had another happy customer, but they have to click on the survey link to go and see what the customer said about them. Something I am using as an encouragement and motivator becomes a distraction.