Customers' chats/tickets rating and collecting a feedback

Would be great to collect information about the level of customers' experience. 
- Rate after the website chat is ended (may be implemented by thumb up and thumb down buttons, and a liitle field for a comment) 
- Internal Trengo questionnaire that bay be sent to any channel by pushing a button. 

 

For instance "send a feedback form" button, that leads to some webpage (implemented by Trengo and adjustable for users). Information on this webpage may be collected and sorted in admin panel.

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  • Thanks for sharing this wish! At this moment we do not offer a Customer satisfaction tool for the chat. However, you can create a survey using any other tool and create a quick reply in Trengo, which can be send at the end of a conversation. 

    Like
  • Rob Vallenga Feel free to follow and like this post, as it is similar to this one: https://talk.trengo.com/t/60hyk9q/star-evaluation-after-conversations

    Like
    • Alena
    • Customer support Team Leader
    • Alena
    • 1 yr ago
    • Reported - view

    Tamara Berner  I hope all is well! Would be great to push this forward and collect feedbacks without additional tools. Thank you!

    Like
  • Hi Alena & Rob, we are planning to build Rules on the base of outbound messaged and Closing actions. This will enable the ability to trigger a Flowbot for example to retreive feedback from your customers. (In the meantime you can allready do this by assigning the conversation to a certain team and trigger a flowbot on the assignment action). 

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  • In addition to this ticket it would be awesome to add the possibility to place a thumbs up/down or rating notice in the signature of tickets so customers can give feedback on the given support. The results can then be showed in the statistics within Trengo.  

    Like 3
      • Alena
      • Customer support Team Leader
      • Alena
      • 1 yr ago
      • Reported - view

      Niels Koning right, I forgot to add a point regarding the statistics. Thank you!
      Waiting a lot for this feature, as 3rd party service for a feedback is abusive. 

      Like
  • I second the idea. The key element is that the rating and the feeback must be native solution. Not send the user to another site / survey. This way, it will get much better results, as the statistics show that when a user is being send to another page, he usually leaves without rate. Also it will help to have these info in Trengo Statistics. 

    Hope you can do it soon, my hello to all the community from Greece

    Like 1
  • Hi everybody! 

    We are currently investigating the possibility to implement a CSAT (customer satisfaction measure) feature in Trengo. I would love to hear how you all would like this feature to be implemented in Trengo. 

    • How would you like to measure customer satisfaction?
    • On which channels would you like to implement this?
    • When and how would you like to send out / activate CSAT? 
    • What questions would you like to ask? 

    And anything else you would like to see in such a feature. 

    Feel free to share your ideas in this topic or to email them to team@trengo.com!

    Like
      • Alena
      • Customer support Team Leader
      • Alena
      • 8 mths ago
      • 1
      • Reported - view

      Tamara Berner   great news!
      1. there should be simple form of leaving a feedback (5 emojis from the worst to the best) 

      2. comment field - where user can type anything he wants + it has to be adjustable from admins side as *required or not
       

      3. would be perfect, if it could let admins to enable  special fields,
      like: rate the quality (5 emojis), the speed (5 emojis); the tone (5 emojis) and adding a custom part of the rate, which admin can name in any needed way, but it would keep 5 rates that can be used for statistics.

      for instance, I'd like to have a field with rated experience: quality - (from the worst to the best) + speed of the provided support + text customers' comment. All of these (except for the typed replies) should be available for statistical report by Trengo, filtered by channel and operator

      also, it should be adjustable for each channel and have a possibility to add a custom text (for instance leave a review elsewhere, adding the link to another website) 

      it should available for sending in the webchats + sending an "afterwords" to the email

      Like 1
      • Lefteris
      • Lefteris
      • 8 mths ago
      • 1
      • Reported - view

      Tamara Berner Hello and thank you for considering such an important feature. We believe that you must focus to be very easy to answer it by the customer and be able to do it mainly via his smartphone, as our understanding is that customers mainly use this method nowadays. For example you can have reactions and also ability to choose predefined answers (we will choose through Trengo) or be able to write more comments himself. We will definitely need this for emails, facebook chat, online chat and in the future if possible (we pre-recorded voice messages) in calls. Ideally the customer must complete it when the ticket is closed. Additionally you can send it 1 day later via email / or re-open the ticket to answer it.  

      Thank you in advance!

      Like 1
    • Thanks so much for replying Alena and Lefteris this gave me some great insights! 

      When it comes to reporting of the CSAT, what information would you like to see? 

      Like
      • Alena
      • Customer support Team Leader
      • Alena
      • 8 mths ago
      • 2
      • Reported - view

      Tamara Berner 
      - to be honest, as much as possible info. Let admins have a possibility to set custom fields in the CSAT. So it should look like this: 
      1. Rate experience (just on the customers choice 5 emojis) 
      2. Rate "custom text for admin, like tags or labels in Trengo, anything that admin will set) - also 5 emojis 
      3. at least let us have 3-4 custom ratings in the CSAT form (including using it for the NPS) 
      4. Comment box, for customers feedback in words. 

      Why it is important to let us set custom rating with emojis? Customers, sometimes, are too lazy and if we will simplify as much as possible their interaction in leaving a feedback (but including necessary info for us) - this would ensure bigger percentage of replies. As if a person would simply rate one smile and felt too lazy to leave a written comment, this is not too informative for us (just one smily or angry face for overall experience). As in any support there are strong and weak sides. So, custom set rating (names of them) for the admins would let us get more info in the easiest way and flexible, as needed info may vary.

      And those customers that want to leave a comment - they will :) 

      Like 2
      • Alena
      • Customer support Team Leader
      • Alena
      • 8 mths ago
      • 4
      • Reported - view

      Tamara Berner oh, and it is important to provide language set priorly too. 
      We have support in ENG, UA & RUS 

      Also, adding a possibility to send CSAT as automatically (by admins set from a dashboard) and add a button in chat area (any channel I suggest adding it next to the "send" button) to send them manually (from the operators side)

      Like 4
  • 1. How would you like to measure customer satisfaction? 

    As simple and short as possible; the customer should take little effort and time. For example, using a 3 or 5 point scale (possibly in the form of smileys) to ask for feedback on 3 to a maximum of 5 subjects / questions. 

    And the option to ask a multiple choice question or open question to which the customer can freely answer. 

     

    2. On which channels would you like to implement this? 

    WhatsApp for Business (the only channel we are currently using in Trengo) 

     

    3. When and how would you like to send out / activate CSAT?  

    Immediately after closing the ticket. Preferably that it does not have to be done manually, but is done automatically. 

     

    4. What questions would you like to ask?  

    - What do you think of the speed with which you receive a response from us? 

    - To what extent have we answered your question completely or can you continue with it? 

    - To what extent did you experience the employee as helpful / service / friendly? 

    - How much effort did it take you to find our contact details to submit your question through the app? 

    - Did you first look for the answer to your question on our website or intranet? 

    - May we contact you about your feedback?  

     

    5. Anything else we would like to see in such a feature 

    - We would like to have the questions to be asked in-house so that we can adjust them ourselves if necessary. 

    - In addition, we would like to be able to (periodically) switch the measurements on or off ourselves. 

    - The results must be easy to collect and interpret via a reporting function (also in graphical representation). 

    - Choice for anonymity if the customer wishes: offering the app the option of having his completed survey “separate” from his telephone number. 

    - The possibility to present the questionnaire in the language of the customer (English or Dutch). For example, by selecting the language before the questionnaire is sent. Or that the customer can make his own language choice (even more convenient!). 

    Like 2
  • What is the current status and ETA on this idea?

    Like 4
      • Joris O
      • joris_o
      • 5 mths ago
      • Reported - view

      Roy Dean Also curious about that one!

      Like
  • It is now possible to apply the CSAT at the 'trigger' level.
    
    Customers will again receive an 'extra' e-mail for this. Is it possible to process this in the signature of the employees?
    
    So that under the employee's signature there is a CSAT with 'Are you happy with this email?' smileys
    Like 1
    • Nick van Daelen My idea also! thanks for bringing this up.

      Like 1
    • Nick van Daelen Thanks for you feedback, this is definitely something we are considering for the future. 

      Like 1
  • Hi all! 

    We launched CSAT for email yesterday! 

    Here you can find all the documentation about it: https://help.trengo.com/en/30068-customer-feedback.

    Good to know: we are already working on adding CSAT to all other channels at well. 

    Like 1
  • I think I'm gonna enjoy this beautiful platform haven't been able to know all the features but it seems wonderful

    Like 2
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