Tiffany Zwolakowski

@  Jimmy

We put in two automations for a Bad or Bad with Comment Satisfaction score.  The first emails our Agent alerting us of the bad score, so we can reach out and attempt to remedy it. 

Then, a second  Automation called "Bad Sat Score 2nd Chance".  It sends the user an email 72 hours after solved saying 'we're sorry we disappointed them' and asking if we've since solved the problem and if so, would they consider giving updating the score. It then includes the rating button so they can update it.

It's not perfect and doesn't solve the issue, but at least we know when it happens and the requester has the chance to update the score before it's solidified.