NPS score & statistics

Allow customers to rate a user by NPS / CSAT in the email.

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  • Thanks for sharing this suggestion, at this moment we do not have an in internal feedback feature, but it is possible to add a link to your signature for example. I will keep track of the interest in this feature and will keep you up to date if there's any news. 

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    • Tamara Berner  Could you please inform me too? We'd like to measure transactional csat as well.

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  • I found a workaround that makes it possible to measure CSAT on an Agent level using an (any) external tool.

    1) Create an account with a surveytool e.g. Survicate or Hively.

    2) Ceate a survey with that tool, or if necessary several surveys to measure individual performance ( e.g. CSAT agent 1, CSAT agent 2

    3) In Trengo create a custom field on USER level, called CSAT. 

    4) Enter survey HTML code in this field:

    5) Add custom field to an e-mail channel's signature, in this case [agent.custom_field....]: Example attached

    6) Result, see example

     

    We're going to tweak this workaround a little to make it a bit prettier, but it works!

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  • Thanks for sharing Liselotte! Great solution!

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  • New other feature: 

    We have recently added the rule action "Closed ticket" which means you can auto send message based on a close ticket. 

    We have created a label ourselves that's called "Trigger CSAT" 

     

    Whenever a conversations is closed, we apply the label and close the conversastion, triggering a rule with an automated message for CSAT. 

    As the message is HTML rich, you can use the embed code of the CSAT tool, including tags like the name of the agent, for example. 

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  • In addition, we are also looking into building our own CSAT tool to be integrated in Trengo itself. 

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  • 10 mths agoLast active
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