Up-spec your C-Sat with Mr. Smiley and Mr. Sad!
We've recently made some modifications to our C-Sat automation.
This is how the new email looks...
Want to know how?
- If you haven't already - activate 'Customer satisfaction surveys' (info here)
- Download the smileys below and upload these as assets to your helpcenter (or host them elsewhere)
- Navigate to Settings > Automations - and locate the 'Request customer satisfaction rating' automation
- Select to Edit this
- Change the notification to requester with the info below - don't forget to substitute your image location.
<span style="padding: 0px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">
Our {{ticket.group.name}} team recently completed your request - <strong>{{ticket.title}}</strong>
<h3 style="font-size:16px;">How did our performance make you feel?</h3>
<h5>Please click an image below to rate our service</h5>
<a href="{{satisfaction.positive_rating_url}}" alt="Happy"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/happy-face.png"></a><a href="{{satisfaction.negative_rating_url}}" alt="Sad"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/sad-face.png"></a>
---------------
<h4 style="font-size:14px; font-weight:bold;">Not sure what this relates to?</h4>
Here's a reminder of what your request was about:
</span>
{{ticket.comments_formatted}}
And that's about it! We've had good response to this.
Obviously you can modify the message and add extra rules to suit your requirements.
-
Thanks Chris, I might have to dig out one of my versions. We created one that repeated the positive link in a relatively hidden method below the images, this meant that the last link autofollowed was positive rather than negative. Presuming you have mostly positive this works much better. An extra 5 positives in a hundred doesn't impact your score nearly as much as an extra 5 on top of 3 negatives.
-
Thanks Andrew, in the end I did use Chris' code, and it came out well, other than that extra positive-vote-hidden-image-link. It didnt appear in the email and instead i saw the ugly icon for the image that cannot be found.
Do you guys think it would work the same if I put style="display:none" in the HTML?
-
Not sure, I expect not. Besides Outlook is no great respecter of css.
I think we decided to use a few ---- as the link instead of an image. This shows as a small divider between the images and whatever is below. -
Has anyone tried incorporating something like this solution within macros, to send CSAT with each public ticket comment?
In my tests, I am able to click "good" and brought to the good rating screen with "your rating has been saved" but the ticket does not store the CSAT rating for the agents to see unless I, as the customer, click "update" on the rating screen.
It seems that these positive and negative placeholders only work/the ratings only save if a customer has already rated the ticket?
-
Hello Justin. I'm not 100% sure what you're trying to achieve, or what is going wrong, however it doesn't seem to be anything to do with the modification in this tip. Possibly open a new thread with your question.
CSat is designed to be sent after ticket solve, and primarily only once.
Link to your new post here so I can have a look at it for you. -
Sorry for the delay. I was able to get that figured out, but now when running some tests with the positive/negative placeholders, the links bring users to a page asking them to sign in. Is this a known issue?
-
Hey there! I'm trying to implement this, as well with the edits found in the thread of comments, and I can't seem to get it to function properly.
It looks like it tried to reference the asset hosted within the help center but doesn't appear to populate on the user side.
Any help would be greatly appreciated!
-
Hello Christopher, test that you can reach the asset directly via an incognito tab. also the user will need to allow pictures.
The file location path may have changed as this was written some time ago now.
-
Justin, I am not aware of any issue with the placeholders. Make sure you are not testing as an agent (agents can't rate tickets), and ensure you have CSAT enabled.
-
Thanks Andrew! Finally got it to work out now I'm just working on configuring this for non-gmail access points.
Any help with getting this to be set up right for Dynamic Content (including the updates for the display issues in Outlook) would be appreciated!
-
I thought it worked ok in Outlook. The biggest issue was ensuring there was a hidden 'positive' link after the sad face to avoid false bad ratings when link checking filters follow them.
The original one we made still is working, though may have been tweaked. I do not have access to this any more as I have changed roles since this was created.
Please sign in to leave a comment.
41 Comments