Customer Satisfaction

1. Feature Overview

Once a ticket is resolved, send the Customer Satisfaction Survey (CSAT Survey) to gauge if your customers are satisfied with the resolution provided and give them a chance to rate their overall experience when interacting with your agents. This survey helps you understand the effectiveness of your agents when dealing with customers and provides insights into which customer support areas need improvement.

After configuring the CSAT survey, you can either set up a Notification to send the CSAT email to customers when a ticket is resolved or closed, or you can allow your agents to directly link the survey on the email they’re sending to customers from the Ticket Details page.

Once your customer completes the survey, their response can be visible on the Ticket Conversation tab on the Ticket Details page.

2. Prerequisites

• Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
• You must be a Service CRM Admin to configure the Customer Satisfaction Survey on your account.

3. Configure the Customer Satisfaction Survey

Once you log in to LeadSquared (https://login.leadsquared.com/), to configure the survey –

1. Navigate to My Profile>Settings>Service Cloud.
2. On the Service Cloud Settings page, under Workflows, click Customer Satisfaction.
3. On the Customer Satisfaction Surveys page, alongside Default Customer Satisfaction Survey, under Actions, click to edit the survey.
4. On the Edit Survey page, configure the following details –
   • Survey Name – This is the internal survey display name, and it is NOT visible to your customers.
   • Survey Question – This is the question displayed to your customers on the survey.
   • Rating Type – The star rating type is selected by default.
   • Response on Ratings – Based on the rating given, the corresponding message is displayed to your customer. Configure the display message for each rating here.
   • Thank You Message – The message displayed to your customers when they successfully submit the survey.
   • Add Comment – To allow your customers to add a comment on the survey, enable the slider.
   • Add Rating Link – From the list of options, select in which scenario do you want the survey to be displayed to your customers. You can choose from –
     • When a ticket is marked as Resolved by the agent
     • When a ticket is marked as Closed by the agent
     • Allow your agents to add survey links to specific emails
5. Once you’re done, click Save. You will then be redirected to the Customer Satisfaction Surveys page.
6. Alongside Default Customer Satisfaction Survey, under Actions, click , and click Activate. The survey is live.

4. Send the Notification

If you’re choosing to send the survey link based on –

• When a ticket is marked as Resolved by the agent
• When a ticket is marked as Closed by the agent

The Agent resolves the ticket and the Agent closes the ticket Notifications must be enabled for the corresponding event. This is mandatory. The survey link is added to the email that’s sent out to your customers when either of these events occurs.

If you’re allowing your agents to add survey links to specific emails, they can add these surveys when replying to your customers from the Ticket Details page. To add a survey, from the Ticket Conversation tab, they must click .

Any Questions?

Did you find this article helpful? Please let us know your feedback in the comments section below. We’d love to hear from you and help you out!