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CSAT For Talk

Brandon Tidd
Community Moderator

According to our rep, CSAT for live phone calls isn't currently supported, leaving a potential blind spot in our CSAT reporting.  Other than the rep asking if we've resolved their concern, we are not currently measuring CSAT on calls, but I think it would be a neat feature to be able to 'toggle' survey sampling in the Talk settings ("Enable CSAT?").  We could then prompt users in the greeting to stay on the line for a 2 question survey after the call to leave feedback.  (Are you satisfied? Press 1 for yes 2 for no.  Would you like to leave additional feedback? Press 1 for yes 2 for no.)  I could see this as being a nice compliment to the Talk product!

7 Comments

  • Louise Dissing

    Hi Brandon,

    I've actually really been thinking about how to do this - and we at helphouse came up with an idea on how to do this with texts instead!

    Let me know if you could be interested in hearing any further about this, and then we could set up a meeting regarding this?

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

    1
  • Brandon Tidd
    Community Moderator

    Hi Louise,

     

    Thanks for reaching out.  While that idea sounds good in theory - most of our end-users are contacting us through office lines, so a text doesn't make sense in this use-case.  Maybe someone else will benefit from this project though, so keep up the good work!

     

    Brandon

    0
  • Jen Juang

    Louise - I'd love to hear what you came up with. Can you please share? Or what's the best way to get in touch with you?

    0
  • Thomas de Silva

    Hi Jen.

     

    Please click the link in my signature.

     

    #helpsome regards,
    Thomas de Silva

    Zendesk Consultant @ helphouse.io

    0
  • Louise Dissing

    Thomas - thank you for being on top! :-)

    Jen, My apologies - you can contact us on support@helphouse.io and then I'll get you in touch with someone who can show you this! :-)

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

    0
  • 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
  • Brandon Tidd
    Community Moderator

    Hi Michael Rieder,

    We actually use this for accounts where the email address is known, but it would be a nice tie-in for phone call only operations.

    Brandon

    0

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