CSAT
Receive CSAT scores on Thena requests in Slack.
Overview
CSAT for requests enables you to collect customer feedback directly within Slack. This tool allows you to measure customer sentiment and assess the performance of your customer-facing team.
2 Point CSAT
Customers can quickly share feedback with a thumbs up (👍) for satisfaction or a thumbs down (👎) for dissatisfaction. If the issue is unresolved, they can select 'Not Resolved | Re-open' for further action.
5 Point CSAT
This CSAT allows customers to rate their satisfaction on a 1 to 5 scale, providing a more nuanced response. If the issue is unresolved, customers can select 'Not Resolved | Re-open' to indicate further action is needed.
Configuration
Head over to Settings on the web app -> Select CSAT -> Enable CSAT for Thena requests -> Select rating scale
Message vs ephemeral
- Message: When sent as a message, CSAT request is visible to all the members of the channel. When you receive a feedback, everyone in the channel can see who all have participated and the average.
- Ephemeral: Ephemerals are messages ONLY visible to specific users who participated in the thread. When you receive a feedback, no one in the external/ customer channel can see who all have participated and the average
Updated about 1 month ago