Provide whatever questions are needed within a customer agent chat for the customer to be able to close the chat, and for the ticket to automatically close.
"Did I answer your question?" customer responds with thumbs up (would prefer yes/no buttons)
"Would you like to close the chat?" customer responds with thumbs up (would prefer yes/no buttons)
This way the customer would be presented with the chat satisfaction survey right away, and their transcript would be emailed.
This only makes sense for a function that is supposed to enable self-service, and is particularly helpful to the support agents when no one is available or it is after hours.
Hi, I would like to add to this idea: when Customer Agent replies to an email from customer, the email ends with a question "Did my answer help you" and two buttons: "Yes..." or "No, i want to talk to a human". When pressing "No.." the ticket is assigned to a team or user, and the ticket status is updated. That is great! When the customer click on "Yes" however, nothing happens on the ticket.
It would be great if the ticket could be set to Closed from the email as well. So regardless of channel: Customer Portal, email or chat, the customer should be able to reply to the Customer Agent or using some kind of action (a button) to close the ticket if the customer is happy with the answer. This avoids the ticket or session to be "hanging" with some kind of unresolved status.
A workaround is to have a workflow closing cases after a wile, or a survey sent to customer requesting for closing the case. These workarounds helps a bit, but it is one extra step that could be avoided. It does also make the reslolution time much longer, and might cause manual work for it not to affect SLA's on reslolution time.
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