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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 complete 3 steps with the survey template created in Twilio.
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: the survey is automatically sent out in a conversation the first time it is closed.
- By permissions: if an agent has permission to manage and modify satisfaction surveys, he/she can send surveys manually, and agents who have permission to manage and modify satisfaction surveys can send surveys manually, and agents who have permission to manage and modify satisfaction surveys can send surveys manually.
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.
FROGED