Feature requests for customer satisfaction feature

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3 Comentários

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Joshua,

    Thanks for the feedback, love Looker as a product! 

    Currently, there is no way to restrict the chat ratings to be only provided at the end of a chat or when an agent/admin requests it within Zopim. The capability of being able to rate throughout the chat is useful for cases where chats get handled by multiple agents or to a manager in the case of an escalation.

    Understand that not all support teams want it that way and the team will consider it for future iterations of the chat rating functionality.

    If you are using the Zopim-Zendesk integration for ticket creation, you can choose to use the Zendesk CSAT functionality via email instead of during the chat. That way, the CSAT prompt will only be provided once the chat ticket has been solved. 

    You can learn more about the Zendesk CSAT functionality here: https://support.zendesk.com/hc/en-us/articles/203662256-Using-customer-satisfaction-ratings-Professional-and-Enterprise-

    Thanks,

    Ramin

    0
  • Danielle Worth

    We would like this too please! We had an agent answer a chat within 10 seconds yesterday and was immediately given a bad rating with no chat interaction from the customer. This simply is not reflective of the service provided so we need a  bit more control on this please?

     

    Thanks

    GForces

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Danielle,

    Thanks for the feedback. For incidents like that where there was no interaction, you can choose to delete the chat.

    Also, we released a Javascript API a couple months ago that allows you to hide the thumbs up/down during the chat and only present the option to rate the chat by agent request or when the visitor ends the chat session. 

    If you want to try that API out, you can get more information here: https://api.zopim.com/files/meshim/widget/controllers/liveChatAPI/Theme-js.html#$zopim.livechat.theme.setProfileCardConfig

    Thanks,

    Ramin

    0

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