Messaging: Allow agents to request satisfaction ratings
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!
-
We just switched our account to messaging and the loss of this feature has been the number one complaint thus far.
-
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?
-
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?
Please sign in to leave a comment.
3 Comments