Customer Satisfaction Ratings, also known as CSAT are valuable indicators of support interaction effectiveness. CCAI Platform offers a straightforward CSAT option for customers with the Mobile or Web SDK.
CSAT details
Available for inbound sessions only.
CSAT is based on a 1-5 star rating.
Consumers are not able to skip the rating screen when enabled.
When enabled, CSAT UI will show for web and mobile SDKs.
To set a time limit for how long a consumer has to rate the interaction, please reach out to Support.
Admin Configuration
In the CCAI Platform portal, go to Settings > Operation Management.
To enable the CSAT UI in your SDK, navigate to the Customer Satisfaction Rating section and click to toggle On.
Post CSAT in CRM ticket to attach the numerical customer rating to the CRM record.
Mark the checkbox next to enable Qualitative Feedback to allow end-users to provide feedback in an open-text field. All Qualitative feedback will be added to the CRM record. Feedback text limit is 3000 characters.
Click Set CSAT to save.
Mobile and Web UI
The user interface for mobile and web experience are outlined in the following sections.
Mobile
After the voice or chat interaction, the consumer will be taken to a screen similar to the one in the Mobile SDK.
Web
After the voice or chat interaction, the consumer will be taken to a screen similar to the one in the Web SDK.
Viewing CSAT results
Scores are stored in CCAI Platform dashboards and reports, as well as in your CRM. Comments will not be stored in CCAI Platform, they will be stored in your CRM as long as the setting has been enabled as shown previously.
Dashboards
In the CCAI Platform portal, go to Dashboards > Call OR Chat.
Go to the CSAT section. This shows the average CSAT for the time duration selected in the dashboard filters.
CRM
Depending on which CRM you use and your specific configuration, CSAT ratings are stored in the comments or Case details.