Do you use incwo's "Tickets and customer support" app and want to add a satisfaction measurement function?
Do you need a support satisfaction indicator that you can measure and track over time?
Install the "Customer Support Satisfaction" app and you'll have all this at your fingertips
Activating the app adds :
- An indicator to activate on every conversation
- A feedback interface for each ticket
- A new statistic in analytics
Activate measurement
If you wish to activate the satisfaction measurement, click on the "Activate" link in the last support response message.
Measurement
For each ticket on which satisfaction measurement is activated, the display on the customer side begins with a block offering to rate the conversation: very satisfactory, satisfactory, unsatisfactory or very unsatisfactory.
When the third party clicks on this measure, the value is recorded in the conversation.
Statistics
Thanks to Analytics, you have access to powerful statistics to analyze your satisfaction.
Go to Analytics, ask to analyze "Tickets", and choose "Feedback". This is a value between -2 (very unsatisfactory) and 2 (very satisfactory). You can analyze satisfaction by ticket type, by guest, by customer sector, by customer type, etc.
All the power of Analytics at your disposal
Pro-actions
Thanks to smart-selections, you can set up automated "for-actions".
Go to "Selections", create a new selection, choose "Tickets" and criteria of your choice, such as all the tickets for a particular type of customer, whose feedback is "very insufficient". Automate this selection, and you'll receive a list of problem tickets every day!