最近搜索
没有最近搜索
Enhanced CSAT Experience - negative/positive categorisation + follow-up question
已于 2024年9月26日 发布
The new customizable CSAT experience is a great improvement from the basic CSAT setup Zendesk used to have.
My two nuggets with this update are:
- Allow for a follow-up question to be added for positive reviews as well, not just negative. Often times there is more specific feedback to be collected and while optional, it's a nice to have than not have at all.
- Allow for Admins to also edit the categorisation of negative/positive CSATs. For example, we currently use a 5 star rating scal and al 3 stars are either slightly positive or just neutral. As a result, we only define 1 and 2 stars as negative, which is manual work, but allows agents to see their true CSAT value. Having a drop-down next to the negative/positive attribute allows Admins to customise the experience even more and would be a HUGE value add to the feature and its usability.
5
2
2 条评论
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
1
Tetiana Gron
We intend to tackle the mentioned points in one way or another over the course of next year. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
1