Measuring visitor satisfaction with chat rating

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11 Comments

  • Larissa Hegglin

    Hi, is it possible to modify the customer satisfaction part in the chat? A lot of our users do not see that they can click thumb up or down and only leave a comment. 

    It should be possible to make the thumbs more present (green and red or something)

    10
  • Diana Hofer

    Hi, is it possible to select more than 1 page of chats at a time for export/reporting purposes? Thanks!

    0
  • Thomas Wang

    Just want to clarify - if a customer doesn't offer satisfaction rating in the chat and after the chat ticket is created and then become 'resolved', will the customer receive a email asking him/her to rate the chat session ( like what Customers see after their emails are resolved) 

    1
  • Brett - Community Manager
    Zendesk Community Team

    Hey Thomas,

    You're correct and your CSAT email should be sent to the customer from the ticket if they have not rated through the Chat session instead. The only time this email would not be sent out is if the user already rated the ticket/chat session.

    Let me know if you have any other questions :)

    0
  • Schuyler Weinberg

    Is there a way to report on if an agent requested the visitor to rate the chat? We actually don't want agents to do this and need to either hide the ability to offer the rating from the agent UI or report on when agents are doing this.

    0
  • Jahn Jerenz Bronilla

    Hi Team,

    How are we going to translate this into reporting? What is the name of attributes?

    Thanks!
    Jerenz

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi Jahn Jerenz Bronilla,

    If you wanted to only look at these satisfaction ratings for chat, there are metrics in the Explore Chat dataset for Good and Bad rated chats: https://support.zendesk.com/hc/en-us/articles/360022365213-Metrics-and-attributes-for-Zendesk-Chat

    I would recommend searching that page for the word "satisfaction" and you should find it. You can also report on satisfaction in the Support data set as well.

    If I'm off the mark on what you're looking for here, please let us know as much details about your use case and your account setup and someone on the Community team will be glad to help out!

    0
  • Sarah Murray

    Is it possible to not accept or request chat ratings from users with a specific tag? If not, is there a way to factor out those tag-specific ratings from satisfaction scores?

    0
  • Kay
    Community Moderator

    You cannot turn of Satisfaction requests for Zendesk Chat at the moment.

    If you are using Explore Professional you might be able to create a report with the chats and satisfaction ratings, and filter if the requester has a certain tag.

    0
  • Jahn Jerenz Bronilla

    Hi Ben Van Iten,

    I already have the report for good and bad satisfaction rating but I can't seem to find the satisfaction comment.

    Can you help me on this one please?

    Thanks!

    Jerenz

    0
  • Farhan Virji

    We are about to launch Chat and I am going to enable the Chat rating feature, and ensuring that we don't send a CSAT survey to any Chat's (as converted tickets).  This means that I will now have two different Customer Satisfaction scores - CSAT from tickets and Chat ratings.  How can I combine this into a single CSAT score?

    0

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