This week we’re releasing one of our most requested features in a while: CSAT.

CSAT

When you enable CSAT (short for “Customer Satisfaction”), your customers will be asked for feedback on how happy they were about the conversation that just ended. If you’d like additional feedback, you can enable comments and give your customers the ability to write a short-form response.

We support CSAT for all of our channels (chat, email, and SMS) as well.

You can check your progress in the Reporting tool

CSAT distribution over time

CSAT performance per agent

where the final chart is calculated as the total number of positive replies (🙂, 😁 or 👍) divided by the total number of replies x 100.