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Messaging: Allow agents to request satisfaction ratings
Posted Sep 28, 2021
Before messaging, agents had the ability to request CSAT ratings and it was a more personalized experience. Since we've turned on messaging for out web widget (about 3 weeks), we have seen negative impacts in our numbers. Our overall satisfaction rating has dipped about 2%. We've had about the same number of negative ratings as usual, but we have 80 less positive ratings. I would like the ability for agents to request satisfaction ratings like they could with chat or at least a more personalized/customizable experience so we can get our numbers back up!
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4 comments
Aashley Malsbury
We just switched our account to messaging and the loss of this feature has been the number one complaint thus far.
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Daniel
This is an issue for me now that I've taken on Messaging. Is the only way to get CSAT score through the ticket associated with the chat?
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Daniel
Just to update this, I've noticed we have a trigger to request CSAT when a Messaging chat is set to solved (I don't remember setting this up myself so must be out of the box?). The only real difference is that the trigger fires as soon as we set to solve rather than when an agent sends a request. I'd argue this is actually fairer as agents choosing when to ask for feedback (more importantly when not to) could give a less than true result.
The trigger is very simple
Conditions:
Status >Changed to>Solved
Channel>Is>Messaging
Actions:
Request messaging rating>(requester)
What I can't say for sure if "messaging rating" is the same survey as {{satisfaction.rating_section}} which is sent via automations after a support ticket is solved. Currently there's no "messaging" dashboard like the old Chat one to compare, only a filter for messaging as a channel on the Support dashboard.
Are there any articles that explain this in detail?
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Arpan Nagdeve
Hi Brianne,
thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We will not be supporting agent asking for CSAT at any-point of the conversation.
But at the same time regarding CSAT customisation support request has been accepted and is on our roadmap in 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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