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Feature request: extend CSAT options

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Lana V.

Posted Aug 16, 2016

It's more natural to have at least three grades of satisfaction: bad, neutral, good. Only 27-30% of our chats are rated. I assume with 'neutral' option, this per cent may be more. 'Neutral' is e.g. "it wasn't bad, yet it wasn't wow, some things are missing". It will allow users to add more feedback, more specific.

So I want that Zopim has 'neutral' option in the chat rating. Thank you.

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    Ramin Shokrizadeh

    Zendesk Product Manager

    Hi there Lanna,

    Thanks for the feedback and I can see how having more flexibility in the CSAT survey would be useful.

    Currently, we have no plans this year to change how the CSAT functionality works. I can recommend some alternative solutions/workarounds:

    #1 Use a Shortcut with options with triggers to add tags based on their response. This is what the shortcut could look like:

    Then you would create 3 triggers (one for each response type) like this:

    You can then easily find all the chats that are good, neutral, or bad using the chat tag.

    #2 Use a Shortcut to send a link to an external CSAT/survey tool: some customers choose to send a Google Form, Wufoo, SurveyMonkey form via a shortcut instead of using the CSAT functionality. This would require the agents to use the shortcut at the end of the each chat.

    Hope that helps!

    Ramin

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