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Active customer satisfaction survey
To find out how customers rate the service and attention received, you can configure the sending of satisfaction surveys through various communication channels in the inbox (chat, email, WhatsApp...) of FROGED.
You can access the settings < inbox < customer satisfaction view to activate and configure the sending of CSAT.
You can access the settings < inbox < customer satisfaction view to activate and configure the sending of CSAT.
Depending on the communication channels that are connected in the workspace, they will appear in the table in different rows. In addition, if you have configured several phone numbers for WhatsApp, SMS or phone calls, you can customise the survey for each of them.
You can activate and deactivate each CSAT in the options button with a single click, and also edit the content.
You can activate and deactivate each CSAT in the options button with a single click, and also edit the content.
Automated messages sent via WhatsApp Business must meet certain conditions, so to set up and activate a satisfaction survey you must first create a template in your Twilio account with the following characteristics:
- Use a quick reply template
- Use an allowed text and no variables in survey question
- Add 3 buttons that correspond to survey answers
For more information on how to create a template in Twilio see the article Create WhatsApp templates in Twilio.
Once the template is created and approved in Twilio, you can create the corresponding template in FROGED. In the view settings<inbox<message templates all available templates are listed. To create a new WhatsApp template, select the button in the top right corner, WhatsApp channel and conversation starter template option.
The template is now ready to be used as a WhatsApp CSAT. In the channel table click on the edit option of the WhatsApp number you want to configure and activate.
First, select the type of survey rule, i.e. when the survey is sent in conversations:
First, select the type of survey rule, i.e. when the survey is sent in conversations:
- Manual: the survey is sent manually by each agent when the conversation is closed.
- Automatic: closing triggers sending when a usable configuration exists for the channel.
- Permission-based: authorized agents may decide whether to send the survey; automatic sending applies to other agents. Permission to decide on sending is separate from permission to configure surveys.
Second, choose the WhatsApp template that will be sent as a survey, the one that has been previously created as a message template. If at this point you do not have a template prepared for the survey, you can access it from the link in the description: create a new template. In the first step, you will only see Twilio templates that meet the necessary conditions (quick reply, no variables, 3 buttons).
Finally, map buttons of chosen template with FROGED rating options. Remember to relate each option to one of buttons.
- Satisfied
- Neutral
- Unsatisfied
On the right you can see actual survey that customer will receive on their device and on the left the content (you cannot edit a template).
When process is complete, select the button to save and activate the satisfaction survey.
As soon as WhatsApp CSAT appears with active label in the table, the settings in inbox workflow will be effective.
As soon as WhatsApp CSAT appears with active label in the table, the settings in inbox workflow will be effective.
Chat
The chat satisfaction survey is sent in the conversation as a standardised message. From the FROGED settings you can customise the content of the question and the 3 answer buttons that the customer can press in the same chat.
In the chat channel, several languages can be configured to attend the conversations of customers with different languages or locations. Each configured language has an associated poll to be able to edit the text and options of the question depending on the language.
The CSAT for each language appears in the table as a separate row with its menu of options. To edit the survey, click on the edit option in the menu.
In the chat channel, several languages can be configured to attend the conversations of customers with different languages or locations. Each configured language has an associated poll to be able to edit the text and options of the question depending on the language.
The CSAT for each language appears in the table as a separate row with its menu of options. To edit the survey, click on the edit option in the menu.
First, select the type of survey rule, i.e. when the survey is sent in conversations. The options are the same as in the other channels:
- Manual: the survey is sent manually by each agent when the conversation is closed.
- Automatic: closing triggers sending when a usable configuration exists for the channel.
- Permission-based: authorized agents may decide whether to send the survey; automatic sending applies to other agents. Permission to decide on sending is separate from permission to configure surveys.
Second, add the content of the survey and the text of the buttons that the customer will be able to press. On the right you can see a preview of how the customer will see the survey in the web chat.
Remember that each button is associated with a rating in FROGED, put an answer according to the scale:
Remember that each button is associated with a rating in FROGED, put an answer according to the scale:
- Satisfied, positive
- Neutral, normal
- Unsatisfied, negative
When you have completed all the steps, select the button to save and activate the satisfaction survey.
As soon as the chat CSAT appears with the active label in the table, the configuration will be effective in the inbox workflow.
As soon as the chat CSAT appears with the active label in the table, the configuration will be effective in the inbox workflow.
Voice calls
The call channel satisfaction survey is played as an audio when an agent ends a call with a customer. If the customer hangs up the call, they will not be able to hear or respond to the survey. The customer's response to the survey appears in the conversation associated with the call within the inbox.
From the FROGED settings, you can customise the audios that are played as a survey on calls. Each phone number connected to FROGED has a separate satisfaction survey to use a different language or change the content depending on the number, the country, the work team...
To edit the survey, press edit option in the phone menu.
From the FROGED settings, you can customise the audios that are played as a survey on calls. Each phone number connected to FROGED has a separate satisfaction survey to use a different language or change the content depending on the number, the country, the work team...
To edit the survey, press edit option in the phone menu.
First, select the type of survey rule, i.e. when the survey is sent in conversations. In the case of phone calls there is only one option: automatic. If you do not want to use the CSAT for calls, simply deactivate the poll in the table.
- Automatic: the survey is played automatically when the agent ends the call
Second, add the audio content of the survey:
- Audio that plays as a poll
- Audio that plays when the customer presses a wrong key
- Audio that is played when the customer presses a correct key, i.e. answers the survey successfull
Remember that to answer the telephone satisfaction survey the customer must press a numeric key from 1 to 3, being:
- Satisfied, positive
- Neutral, normal
- Unsatisfied, negative
When all steps are completed, press the button to save and activate the satisfaction survey.
As soon as the call CSAT appears with the active label in the table, the configuration will be effective in the call workflow.
As soon as the call CSAT appears with the active label in the table, the configuration will be effective in the call workflow.
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Configure CSAT by email
The email satisfaction survey collects feedback on the assistance received when a conversation ends. The email channel and survey configuration must be available and active in the workspace.
- Open Settings > Inbox > Customer satisfaction.
- Find the Email configuration and the language you need.
- Open the variant's three-dot menu and select Edit.
- Select the sending mode, write the question and review the answers and their mapping to satisfied, neutral and dissatisfied.
- Review all content before clicking Save and activate: this saves and activates the configuration. Then check a survey with a test recipient.
Configure the languages your contacts use. Changing your own interface language is not enough to change the text received by the customer.
Sending modes
| Mode | Behavior |
|---|---|
| Automatic | Closing triggers sending when a usable configuration exists for the channel. |
| Manual | The agent uses the close-and-send-survey action when appropriate. |
| Permission-based | Authorized agents may choose whether to send the survey; automatic sending applies to other agents. |
Permission-based mode does not mean that agents without that permission leave customers without a survey. Distinguish permission to configure surveys from permission to decide whether to send one when closing a conversation.
If the survey does not arrive
Check the channel, language, active configuration status and whether its content is complete. For WhatsApp, also check the approved Twilio template for the number. For voice, use the telephone survey's specific conditions; do not apply the email steps.
Avoid repeatedly closing and reopening a conversation to force sending. First review its history and configuration to avoid bothering the customer with repeated requests.
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