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🎉 NEW: Live Chat Satisfaction Score

Overview

CSAT is a handy end-of-conversation survey that lets your customers rate and share comments about their experience chatting with a live agent. This feature is free for both Bridge Live Chat and Freshchat clients. It is available through Web and Web Inapp. Watch the video below to learn more!

How It Works

  1. 1.
    A user escalates to a live agent
  2. 2.
    The user engages in a conversation with a live agent, and when the conversation is over, a live agent resolves the conversation
  3. 3.
    The user gets a simple 3-step survey to evaluate a conversation
  4. 4.
    User completes CSAT survey
  5. 5.
    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 live agents are handling 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 this feature if you have Bridge Live Chat or Freshchat
  • You can adjust themes to match your brand voice through the request portal
  • Feedback is only collected once a live chat has been resolved
  • Questions cannot be added or removed but can be reworded via the theme adjustments

Data & Reporting

View/Download Your Report

  1. 1.
    Go to Dashboard → Data
  2. 2.
    Search CSAT Entries for Date Range or id 19064
  3. 3.
    Choose time frame
  4. 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 are interested in setting up this feature, use the request portal HERE, and our Implementation team will connect with you and install the feature with a default theme. You can provide theme adjustments upon request. You cannot adjust the CSAT flow itself at this time.
Last modified 1mo ago