Can my customers give a satisfaction rating through Zendesk Talk?

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10 Comments

  • Tech PWN

    Is it possible to get CSAT feedback via text through Zendesk talk? Also would Twilio/Talk be able to differentiate between a landline and mobile number to send an sms?

    1
  • Nicole S.
    Zendesk Community Team

     

    Edited 3/15/18: the suggested workaround has been deemed insufficient and has been removed. 

    0
  • Joacim Bråthen

    Hi Nicole.

    Your article doesnt work I think, it says: "oops You're not authorized to access this page"

    0
  • Nicole S.
    Zendesk Community Team

    Hey Joacim - 

    It turns out that the solution that was documented there doesn't work very well. 

    The tips in it only work if the end-user has a smartphone, and  there is a HIGH probability that the end-user's phone carrier would block the link if it was able to be sent. So we took it down. My apologies. 

    1
  • Linda-SI

    Hello  Nicole , how about get a feedback through SMS ? I mean you said we can get the satisfaction survey through Follow-up ticket,  and we all know we can reply the ticket through email or SMS, so will the satisfaction survey work in sms ?

    1
  • Christoph Kutz

    Hi,

     

    we are also searching for something like this.

    Maybe implemented as an IVR that gets activated after the agent hangs up.

    The customer will get an automated message where he then can press 1 or 2 (good / bad ) for rating the call.

     

    2
  • Michael Rieder

    Hi there,

    You can configure an automation in this case if you know the customers e-mail-adress from another conversation or from another source such as your CRM.

    Please make sure that your privacy policies are compliant with such an approach. But from a technical point of view it works fine.

    0
  • eCampus.com

    I have a trigger setup to text a sat survey to all callers. However, if customer is using a landline, the text fails. Consequentially, the ticket cannot be solved. Any solution to this?

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  • Michael Rieder

    eCampus.com

    We have set up another trigger to solve such failed requests by selecting the following conditions. 

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  • Daniël Bareman

    eCampus.com & Michael Rieder can you make screenshots ( and place those ) of the triggers / automation you've made for this?

    I'm currently looking into adding a satisfaction survey to Zendesk Talk and would like to know you're approach, thanks in advance!

    0

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