Satisfaction Score

Overview

CSAT is a handy end-of-conversation survey that lets your customers rate and share comments about their experience chatting with AI Chat or a live agent. This feature is included in the subscription. It is available through Web and Web Inapp.

How CSAT AI Chat Works

• The CSAT feature is triggered when the user says “thanks” or “bye”

• The user clicks on ‘Leave Feedback’

• The user gets a simple 3-step survey to evaluate a conversation

• The user completes CSAT survey

• Survey data is stored in the Satisfi Dashboard

How CSAT Live Chat Works

• A user escalates to a live agent

• The user engages in a conversation with a live agent, and when the conversation is over, a live agent resolves the conversation

• The user gets a simple 3-step survey to evaluate a conversation

• User completes CSAT survey

• Survey data is stored in the Satisfi Dashboard

Benefits

Enhance Customer Insights

CSAT surveys provide a clear gauge of customer satisfaction, offering valuable insights into meeting customer expectations and understanding how effectively AI Chat or live agents handle conversations.

Empower Employee Performance

Linking CSAT scores to specific interactions or live agents empowers you to recognize and reward high-performing employees. Simultaneously, it highlights areas for additional training or support, ensuring a consistently excellent customer service team.

Drive Ongoing Improvement

CSAT surveys contribute to a culture of continuous improvement. Regularly analyzing customer feedback using our reporting enables you to make informed decisions and evolve your offerings based on customer preferences.

Feature Functionality

• The feature is available on the Web and Web Inapp

• You can connect reporting through the API

• You can download reporting using the Dashboard → Data

• You can set up CSAT for live conversations if you have Bridge Live Chat or Freshchat

• You can adjust themes to match your brand voice through the request portal

• Questions cannot be added or removed but can be reworded via the theme adjustments

Data & Reporting

CSAT Entries report lets you see the feedback data provided by the end user after completing chatting with AI Chat or a live agent.

View/Download Your Report

1. Go to Dashboard → Data

2. Search CSAT Entries

3. Choose time frame

4. Hit ‘View’ or ‘Download’

Available Data

• Chat Page → Page Name and ID that end user submitted CSAT Feedback from

• CsatIssueAddressed → YES/NO to the question, “Did we address your issue?”

• CSAT rating provided → Numeric value from 1-5 that the end user submitted as a rating for their escalated conversation

• Comments → Any additional comments that the end user provided as feedback

• DateTime collected → Date and Time that CSAT feedback was submitted

• TimeZone → Timezone of Date and Time CSAT feedback was submitted

• Client EndUser ID (if applicable) → External user ID

• Customer Code → Satisfi’s customer code for the user

• Submission Code → Satisfi’s submission code for the conversation

Installation

If you want to set up this feature, use the request portal HERE. Our implementation team will then contact you and install the feature with a default theme. You can provide theme adjustments upon request. However, you cannot adjust the CSAT flow itself at this time.