Our customers have the opportunity to provide feedback about their support experience by rating their solved tickets through a Satisfaction Ratings Survey. This feature is enabled through Zendesk, and will send end-users an email 1 hour after the ticket has been set to solved that asks them to briefly evaluate their experience, as shown here below:
This video tutorial will provide an overview on:
- The experience for the end user receiving the survey
- How the results show up in the Agent interface – in the ticket, and the overall score for the team
- Briefly review how the automation rule is set up based on conditions
- Why this statistic is important to Customer Service (Balance Scorecard).
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