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How to measure customer satisfaction with Conversion Bots
4 min
Created by MLMC on 2/24/2023 9:49 AM
Updated by Karine Moreira on 7/28/2023 11:36 AM
Send a survey at the end of each conversation to find out how satisfied your clients were.

Your company surely wants to know how satisfied your clients are as a measure of the quality of your service, right?

Conversion Bots allows you to do this so that you can evaluate both your business's performance in general and the performance of your agents in order to take action to improve, if necessary.

In addition, the bot can ask your clients for a rating and comments about their experience every time they finish a conversation with an agent. The satisfaction rating is recorded on the Team Performance and counts toward a general rating for the agent and their group.

 

How does the Conversion Bots customer satisfaction work?

 

Conversion Bots will ask for a rating of that satisfaction when a conversation is closed that meets the following criteria:

 

  • The conversation involved an agent.

  • The conversation has more than 250 characters (including spaces and responses from both agents and contacts).

  • The conversation was closed within 24 hours of the last response from the contact.

  • The conversation is not closed under any of these reasons: "Waiting for Reply", "Waiting for Reminder", "Lock" or "Idle".

Upon meeting these requirements, the client will receive the following message:

"Help us to improve. How satisfied are you with the customer service you received?"

1️⃣ Very unsatisfied 
2️⃣ Unsatisfied
3️⃣ Neutral
4️⃣ Satisfied 
5️⃣ Very satisfied

 

IMPORTANT: Options 4 and 5 both count as "satisfied."

  • Next, Conversion Bots will ask for a comment:

"If you have any comments, leave them below👇"

 

  • Finally, it will end with a thank-you message:

Thanks for your feedback!

 

The Bot will wait up to 24 hours to receive a response to each question. Of the contact sends a message after that period, or after answering all the questions, a new conversation will be opened.

In Conversation Channels, you can select the channel you want (WhatsApp, Facebook Messenger or Instagram) and activate the bot option "Ask for satisfaction rating" to choose between these two options:

Choose the first one if you want the client to return to the bot flow when they send a new message or if in this case, you prefer that they be transferred to the same agent who previously assisted them.

Note: This is a functionality available only for administrators.

 

How Zenvia Conversion calculates the Customer Satisfaction Score - CSAT:

 

The CSAT rating is calculated as follows:

csat sirena

  • An agent's CSAT rating is the sum of all the client responses from clients for conversations the agent participated in.

  • The CSAT rating for a group of agents is the sum of all the client responses for conversations the agents participated in.

 

You can see the latest rating and satisfaction responses and comments from contacts on the Contacts panel.