A way to trigger CSAT evaluation for those copied from the email
Y
Yasmin Santos Nunes
Problem:
Currently, the CSAT review is sent only to the contact that opened the ticket. However, there are situations in which an internal area or other collaborator opens the call on behalf of the end customer to avoid rework.
In these cases, the ticket may remain linked to the internal contact, so that the person who actually received the service does not have the opportunity to evaluate it. This can also create a distorted view of the customer's perception of the quality of the support.
Possible improvements
- Also trigger the CSAT for the contacts copied in the e-mail, allowing others involved in the service to carry out the assessment.
- Provide a CSAT link in the body of the email, allowing any contact involved in the call to access and evaluate the service.
- Allow the change of the contact responsible for the ticket to another existing contact, facilitating the transfer of the assessment to the person who actually received the service.
Objective
Ensure that the CSAT assessment is directed to the most appropriate person to evaluate the service, increasing the representation of the results and reducing the need for rework on the part of the client.
Autopilot
Merged in a post:
A way to trigger CSAT evaluation for those copied from the email
Y
Yasmin Santos Nunes
Problem:
Currently, the CSAT review is sent only to the contact that opened the ticket. However, there are situations in which an internal area or other collaborator opens the call on behalf of the end customer to avoid rework.
In these cases, the ticket may remain linked to the internal contact, so that the person who actually received the service does not have the opportunity to evaluate it. This can also create a distorted view of the customer's perception of the quality of the support.
Possible improvements
- Also trigger the CSAT for the contacts copied in the e-mail, allowing others involved in the service to carry out the assessment.
- Provide a CSAT link in the body of the email, allowing any contact involved in the call to access and evaluate the service.
- Allow the change of the contact responsible for the ticket to another existing contact, facilitating the transfer of the assessment to the person who actually received the service.
Objective
Ensure that the CSAT assessment is directed to the most appropriate person to evaluate the service, increasing the representation of the results and reducing the need for rework on the part of the client.