When dealing with customer service, it is important to assess how well your services are able to help your customers. Or, in other words, how much are your customers satisfied with your service? This can help you identify how well your service is perceived by your customers, what your strong areas are, and what you should improve.
One of the most effective ways to help answer these questions is to measure your Customer Satisfaction score. This is also known as the CSAT score. This enables your customers to rate their satisfaction level with your customer service on a numerical scale. Once you collect a significant number of scores, you can calculate your average score over specific periods of time.
As a Chatwoot member, this entire workflow shall be extremely easy for you. You can simply enable CSAT surveys for your inboxes. This automatically asks your customers to rate their conversation with you, on an emoji scale. You can later view your comprehensive CSAT report on your dashboard, which keeps updating in real-time. Scroll down to learn more about this
Enable CSAT in a click
If you’ve decided to start tracking your CSAT, all you need to do is select “Enable CSAT”. We will take care of everything else. You will find this option within a dropdown menu under the Settings page of every inbox channel that you have configured in your account.
Chatwoot auto-collects your CSAT responses
Once you resolve a conversation, your customer will automatically receive a message asking them to rate the conversation. They are also given the option to provide additional feedback/comments.
View and download your CSAT reports
You can access your CSAT reports right from your dashboard. These reports show you all the important KPIs rather than just calculating your CSAT score. These include metrics like total responses received, response rate, individual rating and feedback received from a particular customer, etc. The best part is that you can filter your reports by specific time periods and specific agents to see objective performances.
Start tracking your CSAT score
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