CSAT For Talk

18 コメント

  • Louise Dissing

    Hi Brandon,

    I've actually really been thinking about how to do this - and we at helphouse came up with an idea on how to do this with texts instead!

    Let me know if you could be interested in hearing any further about this, and then we could set up a meeting regarding this?

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

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  • Brandon Tidd
    Community Moderator

    Hi Louise,

     

    Thanks for reaching out.  While that idea sounds good in theory - most of our end-users are contacting us through office lines, so a text doesn't make sense in this use-case.  Maybe someone else will benefit from this project though, so keep up the good work!

     

    Brandon

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  • Jen Juang

    Louise - I'd love to hear what you came up with. Can you please share? Or what's the best way to get in touch with you?

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  • Thomas de Silva

    Hi Jen.

     

    Please click the link in my signature.

     

    #helpsome regards,
    Thomas de Silva

    Zendesk Consultant @ helphouse.io

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  • Louise Dissing

    Thomas - thank you for being on top! :-)

    Jen, My apologies - you can contact us on support@helphouse.io and then I'll get you in touch with someone who can show you this! :-)

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

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  • Michael Rieder

    Hi there,

    You can configure an automation in this case if you know the customers e-mail-adress from another conversation or from another source such as your CRM.

    Please make sure that your privacy policies are compliant with such an approach. But from a technical point of view it works fine.

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  • Brandon Tidd
    Community Moderator

    Hi Michael Rieder,

    We actually use this for accounts where the email address is known, but it would be a nice tie-in for phone call only operations.

    Brandon

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  • Michael Rieder

    Hi Brandon Tidd

    There is a way by combining a new ticket field (send SMS for ex.), an automation and a trigger:

    Automation

     

    Trigger

    Unfortunately, the {{satisfaction.rating_url}} is very long. This drives the cost per SMS.

    https://support.zendesk.com/hc/en-us/community/posts/1260800892230-CSAT-via-SMS-How-do-we-short-the-satisfaction-url-

     

    By the way: I think it's better to just use a tag instead of a ticket field ;-)
     
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  • Brandon Tidd
    Community Moderator

    Thanks for this Michael Rieder.  The call center actually takes calls from mostly landlines, eliminating the text back opportunity.  While we were able to tie this back into c-sat using the user's profile and subsequent ticket - the feedback we received was that the email came through too far removed from the call and caused customer confusion.

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  • Michael Rieder

    Hi Brandon Tidd

    Good point. I've been thinking about that, too. You can define two rules in the automation for the CSAT by adding the channel as a condition. Then there is one automation per channel. For example, for telephone support you send the survey after one hour, for e-mail after 24 hours. I think we will solve it this way.

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  • Brandon Tidd
    Community Moderator

    Hey Michael Rieder - good tip!

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  • Lauren Benkov

    Hey Michael Rieder! Thank you for this tip. For triggers I can't seem to get the satisfaction url placeholder to work. Do you have a workaround for this? I thought I could do a second automation instead of a trigger, but you can't send a text via automation.

    Thanks!

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  • Michael Rieder

    Hi Lauren Benkov

    Correct. Automations can't send SMS, so we had to combine it with a trigger.
    However, I didn't understand your problem exactly. We simply use the placeholder {{satisfaction.rating.url}} in the SMS text.

    It's best to adopt the solution as described above: https://support.zendesk.com/hc/de/community/posts/360031484573/comments/1260801990290

     
     
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  • Lauren Benkov

    Michael Rieder - got it to work! I had it typed as {{satisfaction.rating_url}} instead of satisfaction.rating.url}}.

    Really appreciate this tip!

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  • Michael Rieder

    Lauren Benkov good job :-)

    By the way, you can just paste placeholders into a comment in a ticket to see how it works in your environment.

     
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  • Nicole Saunders
    Zendesk Community Team

    Hey Michael Rieder - would you consider publishing the handy info you've shared here to our User Tips & Tricks topic? That would help make it easier for other users to find. 

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  • Sydney Neubauer

    We too have a gap in CSAT reporting. It would be nice to have the ability to have a CSAT option at the end of the call as we do not always collect an email address during the call

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