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Marco Zerbini

Joined Oct 27, 2024

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Last activity Oct 30, 2024

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Latest activity by Marco Zerbini

Marco Zerbini commented,

CommentMeasuring success

Tetiana Gron  Already opened a support ticket with Ana 
But no solution has been found. 
Can you please help us with that? Is it possible to have a private discussion with a PM

View comment · Posted Oct 30, 2024 · Marco Zerbini

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Marco Zerbini commented,

CommentMeasuring success

Tetiana Gron  look.
I tried to put an english sentence and I opened with an italian account and you can see that this is not translated.  All the field are not linked with the end user language

View comment · Posted Oct 29, 2024 · Marco Zerbini

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Marco Zerbini commented,

CommentMeasuring success

Tetiana Gron  The new CSAT is not automatically translated based on the end user language. 
This is a feature that we are using in the old csat, but in this csat this feature is not working. We tried also with a ZD product manager in call . 
I'm talking about this: https://weroadsupport.zendesk.com/admin/objects-rules/rules/csat/survey

Both rating scale and dropdown question are not translated
 

View comment · Posted Oct 29, 2024 · Marco Zerbini

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Marco Zerbini commented,

CommentMeasuring success

Hi Tetiana Gron  thanks for the reply. 
Unfortunately as I was saying this is not possible with Whatsapp. 

Please don't focus only on the email. 

Whatsapp is the most important channel worldwide and it's not even integrated. 

Please

View comment · Posted Oct 29, 2024 · Marco Zerbini

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Marco Zerbini commented,

CommentMeasuring success

It's great to see progress with the new CSAT feature, but there are still some critical functionalities missing:

  1. Multilingual Support Not Activated:
    Our company operates across Europe with five different brands, each requiring multilingual support. Currently, all CSAT fields can only be customized in one language, which severely limits our ability to deliver personalized feedback requests to our diverse customer base. (HIGH IMPACT)
  2. WhatsApp Integration and CSAT Customization Lacking:
    I'm seeing that the email support is the main focus here, but our top communication channel is WhatsApp, where there’s currently no integration with Meta, and customers are forced outside WhatsApp to complete the survey. This disrupts the user experience and significantly reduces response rates, often resulting in negative feedback. Additionally, the CSAT request fields for WhatsApp remain non-customizable, preventing us from tailoring surveys to meet customer expectations. (HIGH IMPACT)
  3. Explore Dashboard Update for New CSAT Metrics:
    With the new CSAT setup, it would be invaluable to have an updated dashboard in Explore that accommodates these metrics and reflects the latest data insights. (MED IMPACT)

These issues are limiting the effectiveness of CSAT, which is a key metric for Zendesk, our organization, and the quality of service we provide. I hope these concerns will receive priority, as resolving them would enhance usability and impact across the board.

Thank you for your attention!

View comment · Posted Oct 27, 2024 · Marco Zerbini

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