CSAT (Customer Satisfaction survey)
What is CSAT?
CSAT (Customer Satisfaction) is a measurement used to quantify the degree in which customers are satisfied with a service, product or experience.
You can use the CSAT survey in FROGED after closing a conversation with a contact using FROGED chat.
How does it work?
Once you've finished a conversation with a user and you want to end it, you need to click on ACTIONS on the top right corner of the conversation, and click on "Close conversation":
Once you've clicked there, you will be asked if you want to send the CSAT so the contact can evaluate how the service of your Support agent was. If you want to send it, press the ✅ and, if you don't, press ✖️
I can't send the CSAT, how can I activate it?
If you don't see the option to send CSAT when closing a conversation, it's because you need to activate it from your Settings. Here's how you can do it:
First, go to Settings > Widget Settings > Features:
And then click on "Edit" on the menu "Customer satisfaction", and select option "Enabled":
How can I keep track of CSAT in my metrics?
Super easy! Go to Reports > Support Mettrics:
And then scroll down to the graph "Customer Satisfaction". You can also filer out a particular agent (or agents) and monitor its performance closely, just by checking the box by the agent's name: