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Chat Satisfaction

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image avatar

Ria Harris

Posted Nov 22, 2021

Currently the chat satisfaction is either turned off so it is not available at all, or it is on and the customer can rate the chat at any time.

We would like the ability to only request the chat CSAT at the end of the conversation, rather than it being available for the customer to select at any time. We have introduced a chat bot and have noticed that there are some customers who will mark the CSAT for the chat as bad as soon as the bot joins the conversation as they do not want to give the AI a chance and this this will mean they speak to an agent straight away which is not the case.

Can it please be thought about as a future development that the SCAT for chat can be requested at the end of the chat only as this will allow our staff and bot time to try and resolve the concern/contact before they are being negatively rated as some customer's do not allow this time.

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4 comments

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    image avatar

    Sarah Darmawan

    Zendesk Product Manager

    Hi Ria - 

    You can hide the option for customers to rate their satisfaction at anytime using the our APIs to control what the widget displays. If you're on the latest Chat-only or Chat + Support experience, see Web Widget (Classic); if you're on our legacy Chat experience, see Chat Widget.

    -1

    image avatar

    Ria Harris

    Hi Sarah,

    Thank you for your reply.

    We are aware we can turn this off completely within the settings, but this is not what is needed and you currently do not offer the option to only request the satisfaction at the end of the chat meaning the customer can currently rate this at any point from sending their first message.

    We want the option for the satisfaction to only be collected once the chat is due to or has actually ended, not during.

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    Sarah Darmawan

    Zendesk Product Manager

    Hi Ria -

    The API shared above would only hide the option for the customer to rate the chat at any point in time (i.e., the option usually shown in the profile card). With the settings applied above :

    • Agents can still request for a rating during the conversation; and,
    • Customers will be able to rate the Chat at the end

    Here's an example snippet with the settings you would use when embedding the Web Widget (Classic)

    <!-- Start of Zendesk Widget script -->
    <script id="ze-snippet" src="{{ insert URL from your Widget script }}"> </script>
    <!-- End of Zendesk Widget script -->
    <script type="text/javascript">
    zE('webWidget', 'updateSettings', {
    webWidget: {
    chat: {
    profileCard: {
    avatar: true,
    rating: false,
    title: true
    }
    }
    }
    });
    </script>

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    Garegin Asatryan

    Hi Sarah Darmawan!

    Thanks for sharing this, it's really helpful. Could you please also tell me if it's possible to do this for only 1 or more departments and leave the rest as the default way goes?

    Your help would be greatly appreciated! 
    Looking forward to your response!

    Regards,
    Garegin

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