When sending out CSAT surveys, I am finding that my department is getting graded not necessarily on the interaction between my CX team and the customer, but more so on the purchased product. I was hoping to see if there is an ability to differentiate in the CSAT email to customers to allow them to rate their experience with the CX team and with the product separately. I am sure there are work arounds for it (very open to any and all suggestions) but I believe it would be a great feature to add. You could have CSAT for Agent and CSAT for Product/Company/Purchase/etc.
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