CSAT Rating in Helpdesk signature by User

[EAmoroso]

We have started using helpdesk after migrating from Zedndesk. In zendesk, each user had a CSAT rating embedded in their signatures using nicereply. We would like to move away from nicereply and I am curious how others are collecting CSAT after helpdesk conversations

How are you using CSAT in relation to tickets and helpdesk to get the rating selection out in front of customer. These things are often ignored when sent via email.

[StjepanGrcic · Accepted solution]

Hi @EAmoroso 

The best time to send a customer satisfaction survey (CSAT) is after a meaningful part of the customer lifecycle is completed. I also would always want to segment based on: 

• Ticket source
• Ticket description
• Ticket status 
• Ticket owner/s 

You can use these properties as an enrollment trigger to then send an email containing CSAT. 

For example: 

• Enrolls tickets with Chat as the ticket source. Then when a status is Complete trigger and email for collecting CSAT response. Of course yoou can change or add sources to customize the enrollment trigger to your business.

Hope this gives you some ideas. 

Cheers!

[BérangèreL]

Hi @EAmoroso, I hope that you are well!

Great question, thanks for asking the Community!

For information, with Service Hub, the customer feedback software lets you learn what your customers really think with custom surveys and feedback collection tools. You can choose from pre-built net promoter score (NPS), customer effort score (CES), and customer satisfaction (CSAT) surveys to gauge customer loyalty at every touch point. You can also monitor your customer happiness closely and take immediate action on your insights with built-in feedback dashboards.

You can send automatic surveys and watch as customer feedback starts flowing into your dashboard. Identify opportunities to improve specific points in the customer journey, measure your customers’ happiness, and identify trends that help you create an even better customer service strategy.

Also, I'd like to share these resources that might be of interest to you:

- Create and conduct customer support surveys
- Create and conduct customer satisfaction surveys

I'd be happy to put you in touch with some of our Top Experts:
Hi @HFisher7, @StjepanGrcic and @jolle do you have tips to share with @EAmoroso, please?

Thank you so much and have a brilliant day and weekend!

Best,
Bérangère