SentiTrack
Automate surveys to gather feedback on the quality of service your business provides.
SentiTrack are Customer Satisfaction (CSAT) / Net Promotor Score (NPS) surveys that help you collect feedback from customers about the quality of support they received from you.
Set up To 'Collect Feedbacks'
Go to the Settings>Inbox Settings>SentiTracks.
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Toggle the ‘Collect feedback’ button to enable it.
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Choose the trigger for sending the survey. You can select either ‘Closed the conversation’ or ‘Click survey button’.
Closed the conversation: The first option will automatically send the survey when the agent closes the conversation.
Click survey button: This will allow the agent to manually send the survey by clicking a button on the chat window.
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Select the metric that you want to use for measuring customer satisfaction and loyalty. You can choose either CSAT or NPS.
CSAT asks the customer to rate their satisfaction with the service on a scale of 1 to 5, while NPS asks the customer to rate their likelihood of recommending the service on a scale of 0 to 10.
CSAT: CSAT is measured using a rating scale (e.g., 1-5) and is often used for specific touchpoints, such as after a customer service interaction or after completing a purchase.
NPS: NPS is measured using a rating scale (e.g., 1-10) and is often used to measure customer loyalty and the likelihood of customers recommending a companyto others.
The process of Automation of CSAT and NPS remains the same. The only difference is its rating scale.
Rating Scale of CSAT: 1-5
Rating Scale of NPS: 1-10
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For CSAT, you need to enter the following details:
Ask a question: This is the text that will appear on the survey dialog box. You can use dynamic variables such as {{first_name}}, {{last_name}}, {{agent_name}}, etc. to personalize the message.
For example, you can write “Hi {{first_name}},
Thank you for the recent discussion we had. We value your feedback and would love to hear about your experience. Please take a moment to answer one simple question.
How satisfied were you with the support you received today?”.
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Show options with interpretation: These are the buttons that the customer can click to rate their satisfaction.
You can name them as you wish, such as ‘Very satisfied’, ‘Satisfied’, ‘Neutral’, ‘Dissatisfied’, ‘Very dissatisfied’. Each option will have a corresponding score from 1 to 5, where 1 is the lowest and 5 is the highest.
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Expire the survey if the customer doesn’t respond within ___ minutes(s): This is the time limit for the customer to respond to the survey. If the customer does not respond within this time, the survey will expire and no score will be recorded. You can enter any number of minutes between 1 and 60.
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Closing remarks: This is the text that will appear after the customer submits their rating. You can use dynamic variables such as {{survey_csat_response}} to reflect the customer’s choice.
For example, you can write “We have duly noted that you are {{survey_csat_response}} with our service. Thank you for providing us with such valuable feedback.”
You can also select a journey from the dropdown menu to assign the customer to a specific segment based on their rating.
For NPS, you need to enter the following details:
Contextual message: This is the text that will appear on the survey dialog box. You can use dynamic variables such as {{first_name}}, {{last_name}}, {{agent_name}}, etc. to personalize the message.
For example, you can write “Hi {{first_name}}, thank you for the recent discussion we had. We value your feedback and would love to hear about your experience. Please take a moment to answer one simple question: On a scale of 0-10, how likely are you to recommend our company/service based on the conversation we had?”.
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Show options with interpretation: These are the buttons that the customer can click to rate their likelihood of recommending the service.
You can name them as you wish, such as ‘0 - Not at all likely’, ‘1 - Slightly likely’, ‘2 - Somewhat likely’, etc. Each option will have a corresponding score from 0 to 10, where 0 is the lowest and 10 is the highest.
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Expire the survey if the customer doesn’t respond within ___ minutes(s): This is the time limit for the customer to respond to the survey. If the customer does not respond within this time, the survey will expire and no score will be recorded.
You can enter any number of minutes between 1 and 60.
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Closing remarks: This is the text that will appear after the customer submits their rating. You can use dynamic variables such as {{survey_nps_response}} to reflect the customer’s choice.
For example, you can write “We have duly noted that you are {{survey_nps_response}} with our service. Thank you for providing us with such valuable feedback.”
You can also select a journey from the dropdown menu to assign the customer to a specific segment based on their rating.
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