Cuztomized Chat Rating Request

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7 Comentarios

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Major!

    Thanks for the feedback and for posting it in the community. Can you elaborate on what other metrics or questions you would want to ask after the chat ends? Are you doing anything currently for your other channels like email?

    You can currently use shortcuts with options and tags to survey visitors just before the chat ends. If you are using Zendesk, you can also create a Zendesk trigger to send a survey via email after the chat has ended.

    Thanks,

    Ramin

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  • NTUC Membership

    Hi Ramin!

    Thanks for hearing out!

    Yes, we are currently doing satisfaction surveys for our email and inbound call channels. The questions basically ask customer if they are satisfied with the service provided by the agent and how well will they promote our company/services to family & friends, with the scale from 1 to 5 for example. Questions and scaling will change whenever required.

    To survey a live chat visitor through email may not be effective as not all visitors check/reply email frequently and the hassle to follow through the survey link in the email is procrastinating. The result may not be accurate as well because the response could be a few days later which may not reflect the actual mood during the chat.

    I've seen such function on some live chat service providers and is pretty neat.

    Thanks!

    Major

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for the additional information Major. I do agree that supporting more post chat surveys could help in this situation.

    From what you mention, you are doing two main forms of surveying with the general Customer Satis cation survey (CSAT) and a modified version of the Net Promoter Score survey (NPS).

    The CSAT survey generally should be done right after the support interaction, what the chat widget does currently. For the Net Promoter survey, you should be using a 11 point scale so you can use the score to benchmark yourself against other companies. You can learn more about NPS here: https://www.zendesk.com/blog/nps-net-promoter-score/

    I would avoid making that question a 5 point scale because it goes against the original methodology of the survey and prevents you from accurately benchmarking yourself against other companies.

    Customers currently send the NPS survey after the chat is done via email. That time frame is up to you, could be days or months after the support interaction. If you are interested, you can use the Zendesk NPS product to send out the survey after the chat has been completed. 

    Thanks,

    Ramin

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  • Philip

    We are also interested in being able to measure NPS directly in the chat.  

    We have previously seen a response rate of 40% on the NPS question in another chat software that can do this kind of surveying. Using email to ask the NPS question would no doubt lead to a much lower response rate. Don't underestimate the power of having a survey directly after the transaction.

     

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  • David Guzman

    Hi Ramin!

    We are also interested in measuring NPS directly after we have finished a chat interaction.

    I was curious to know if Zendesk will be looking to build out this feature in the coming months / year given the interest, and the fact that it is an industry standard?

    Thanks!

    -David

     

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi David,

    Thanks for sharing your feedback. Currently, we have no plans for the next 12 months to add more post chat survey types.

    In general, NPS is a metric to measure how likely a person is to refer a businesses to a friend or family and isn't related to a specific support interaction associated with an agent(s). CSAT is generally a better measure when you want to understand the support interaction and how an agent performed. 

    If you want to send a NPS survey yourself, you can look at getting your agents to use a shortcut or rely on using the setOnChatEnd callback Javascript API: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#setOnChatEnd

    -Ramin

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  • Rubén Blasco

    Hello Zendesk Chat,

    Although CSAT indicates the users satisfaction degree with the interaction, NPS can provide us with qualitative information about detractors, we would know how improve to get recommendations with this tool. Thank you.

    Kind regards.
    Rubén.

     

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