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Satisfaction feedback survey over the phone

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Pedro Cassian

2022년 12월 01일에 게시됨

Hello

The satisfaction survey feature is very important to us and its very helpful on email/chat tickets but this is not possible for calls, we are hoping to have a similar feature for calls where the caller could provide their satisfaction, perhaps though an automated message that takes user input like "push 1 if it was good, push 2 if it was bad" or similar

I know I can reach out via mail or sms after the call but we are interested in the customer feedback immediately at the end of the call

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    Martin Holmes

    Zendesk Product Manager

    Hi, 

    Thanks for your feedback. This item is currently not on our roadmap. I will add this item to our backlog for future consideration. 

    One potential workaround is that you can continue to use Zendesk Talk native solution and then use a third-party product for collecting the post-call CSAT survey. When the call is coming to an end, your agents could forward the call to an external number, that then goes on to collect the callers feedback through an IVR survey. That data would then be stored in that third-party system (outside of Zendesk), but you could use our Zendesk APIs to send the results back to the specific Zendesk ticket. This solution would require engineering/developer resources.

    Thanks,
    Martin

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