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AnswerBot confusion leading to dissatisfaction
Gepostet 07. Dez. 2021
As I monitor our customer satisfaction as it pertains to AnswerBot, I'm seeing an increasing number of cases where customers mark their case as solved only to complete a CSAT survey days later saying that their issue still isn't solved. This leads me to believe that they didn't intend to close their ticket.
Am I perhaps missing a best practice? I've wondered if perhaps the buttons on causing confusion to customers and if there's a way to change the language or layout to test this. Thank you in advance for your help with this. 
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2 Kommentare
Conny Svanberg
Agree on that. The options are probably not clear to the customer.
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Jeremy Watkin
As I think about this more, I would love the option to reword these buttons to say "Keep my ticket open" or "Close my request." So they look more like clear opposites of one another.
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