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Up-spec your C-Sat with Mr. Smiley and Mr. Sad!
Community Moderator
已于 2016年7月18日 发布
We've recently made some modifications to our C-Sat automation.
This is how the new email looks...
Want to know how?
- If you haven't already - activate 'Customer satisfaction surveys' (info here)
- Download the smileys below and upload these as assets to your helpcenter (or host them elsewhere)
- Navigate to Settings > Automations - and locate the 'Request customer satisfaction rating' automation
- Select to Edit this
- Change the notification to requester with the info below - don't forget to substitute your image location.
<span style="padding: 0px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">
Our {{ticket.group.name}} team recently completed your request - <strong>{{ticket.title}}</strong>
<h3 style="font-size:16px;">How did our performance make you feel?</h3>
<h5>Please click an image below to rate our service</h5>
<a href="{{satisfaction.positive_rating_url}}" alt="Happy"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/happy-face.png"></a><a href="{{satisfaction.negative_rating_url}}" alt="Sad"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/sad-face.png"></a>
---------------
<h4 style="font-size:14px; font-weight:bold;">Not sure what this relates to?</h4>
Here's a reminder of what your request was about:
</span>
{{ticket.comments_formatted}}
And that's about it! We've had good response to this.
Obviously you can modify the message and add extra rules to suit your requirements.
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58 条评论
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Andrew J
We've just updated ours to address two possible issues.
- There has been some commentary on CSAT requests in general that some advanced spam filters will follow links and that the last clicked link will be the one leaving the CSAT... which is of course 'bad' - one extra 'bad' skews our numbers significantly. Although we had no evidence ourselves of this happening, we thought we'd address this. We adjusted this by adding a 1px image with a link to 'good' under the bad one. Since we're running at 95% good, an extra 'good' does not significantly skew the numbers.
We also still saw some issues when images were not showing and Outlook not showing Alt text. So have added a textual version below the original. Was NOT fun getting this to sit right in Outlook!
How it looks in Gmail - with images
How it looks in Outlook - no images
Changed code is as follows - replaces the middle section only (inside <a> tags)
<table border="0" cellpadding="0" cellspacing="0"><tr><td height="20" width="175px" style="font-size: 20px; line-height: 20px;"><a href="{{satisfaction.positive_rating_url}}"><img height="150px" width="150px" alt="" src="https://URL/happy-face.png"></a></td><td height="20" width="175px" style="font-size: 20px; line-height: 20px;"><a href="{{satisfaction.negative_rating_url}}"><img height="150px" width="150px" alt="" src="https://URL/sad-face.png"></a></td></tr></table>
<table border="0" cellpadding="0" cellspacing="0"><tr><td style="font-size: 16px; line-height: 20px;"><span id="csat123" style="color:white;"> </span></td><td style="font-size: 16px; line-height: 20px;"><a href="{{satisfaction.positive_rating_url}}">Feeling fine!</a></td><td height="20" style="font-size: 16px; line-height: 20px;"><span id="csat123" style="color:white;"> </span><a href="{{satisfaction.negative_rating_url}}">Not so great</a></td></tr></table>
<a href="{{satisfaction.positive_rating_url}}"><img src="data:image/gif;base64,R0lGODlhAQABAIAAAP///wAAACH5BAEAAAAALAAAAAABAAEAAAICRAEAOw=="></a>
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Diogo Maciel
Esta configuração é válida apenas para tickets do canal email. Não é possível implemetá-la em outros canais no momento infelizmente.
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Bianca Alves Barbosa da Silva
Essa configuração só funciona para o E-mail?
Posso colocar essa pesquisa personalizada no chat de outros canais (WhatsApp, facebook, instagram, web widget)? Se sim, como?
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Dália Santos
De acordo com o passo a passo disponibilizado pelo Andrew, é necessário incluir o código na sua automação que envia a pesquisa de satisfação.
o passo 3, utilizando o caminho do Espaço de Trabalho do Agente seria: Central de Administração > Objetos e Regras > Regras de negócios > Automações. É só seguir com os outros passos 4. e 5.
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Taisa Ferreira
Onde eu consigo colocar este código personalizado para a pesquisa de satisfação?
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Dave Dyson
As Andrew mentioned, there are some limited ways that satisfaction surveys can be customized. For some examples, see Customizing your customer satisfaction survey
Additionally, Zendesk provides the ability to add customizable Satisfaction Reasons so that users can select an option for why they chose to give a Bad satisfaction rating -- see Working with satisfaction reasons
And finally, as Andrew also mentioned (thanks Andrew!), there are third-party options available that can provide greater customization options, in the Zendesk Marketplace
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Andrew J
@yasmany, that is not an option in the basic Zendesk version, unless you are happy to only change the email content, which is it what I understand you are meaning.
To change the survey descriptions or add options, you'd need to use a third party survey provider, which is not particularly difficult, but this won't feed back into the Zendesk metrics.
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Yasmany Campos
Hello good morning, can you change the description of the satisfaction or add a new one? Thank you0
Andrew J
Søren Poulsen - so it does seem that the issue is auto-following of links. You could try removing the last good, and switching the initial good and bad around for a bit - if you are cleverer than me (not very hard), you might find a way to reverse these in the code without reversing them in the appearance.
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Sara Petersilie
Is it possible to collect a customer's feedback immediately after they choose either 'good' or 'bad' or have the option for a comment box directly in the email message?
In Zendesk's chat function, a customer is able to choose either 'thumbs up' or 'thumbs down' at any point in the conversation, and is able to leave a comment directly in the message box instead of being redirected to a separate open tab in order to 'complete' the survey as seen below.
Is there a way to achieve this in email messaging? Or, is there a way to have the customer submit a 'good' or 'bad' rating without asking them for further feedback?
For instance, if they click 'good' or 'bad' then it would send the feedback immediately without prompting the customer further.
Looking forward to your insight on this!
Best,
Sara
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Søren Poulsen
So I have a new theory. My <a> tag in the end with a good rating has the img src set to:
If you visit that, it is obviously an unsecure link. I am suspecting that coorporate outlook email clients will not attempt to follow that link at all.
Any suggestions to an alternative img src? :)
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