Delivering delightful support involves a lot of moving parts. One easy way to ensure that you are indeed achieving your goal is by collecting customer satisfaction (CSAT) scores from people who engaged with your support team.
DelightChat makes it extremely easy to send CSAT surveys to your customers. Just click on the [⭐️ CSAT] button at the top of the screen to send the message.
CSAT surveys work on Email as well as non-Email channels. Here's the survey collection message for Email channels.
CSAT surveys can also be sent to non-Email channels such as Live Chat, Instagram DMs, Facebook Messenger and WhatsApp.
Here's how the message looks for Instagram DMs.
Once your customer receives the CSAT message and clicks on the emojis or the survey link, whether on email or other channels, they are redirected to the survey collection page.
Once your customer submits their feedback, we show this feedback to you in various places. It's visible within the ticket itself, as shown in the screenshot below.
DelightChat also stores all the CSAT responses so that you can analyze it later. You can do so by going to the Analytics section of the app. Learn more by reading this help article.
We've designed the CSAT feature to work for DelightChat users across the world, that's why we have built the capability for our users to translate the CSAT message as well as the survey collection page.
To learn how to change the CSAT message or translate the survey collection page, read this help article.