Last updated on Apr 6

2 min read

CSAT Surveys

A CSAT survey is a useful tool that can help you gauge customer satisfaction and improve service quality. You can customize the survey to suit your specific needs, such as measuring satisfaction levels during key interactions like purchase, onboarding, support ticket resolution, or customer service interactions through digital or phone channels.

Creating a CSAT Survey: A Step-by-Step Guide

Navigate to the Phone section and choose the option to create a CSAT survey. Phone section screenshot

Fill out the required fields and click "Create" once you're done. Required fields screenshot

Call Transfer for Surveys

You can now choose how to transfer calls to surveys in your Team settings for inbound and outbound calls. This feature provides valuable insights into customer experiences and allows you to take appropriate action to improve them.

To access call transfer options for surveys, follow these steps:

  1. Go to the Team settings.
  2. Select the "Inbound Calls" or "Outbound Calls" tab.
  3. Choose your preferred method of call transfer (Automatic or Manual).
  4. Save your changes.

Automatic call transfer mode transfers calls to the survey after the call ends, based on your selected method. Manual call transfer mode allows the agent to transfer the call to the survey manually. You can choose different methods for inbound and outbound calls and change them at any time.

Deleting a CSAT Survey: Step-by-Step Guide

  1. Click on the three-dot icon to locate the survey.
  2. Select the "Delete" option to remove the CSAT survey.

Data Fields for Creating a CSAT Survey:

Field Description
Name Assign a distinct title to your survey.
Description Provide a brief overview of the survey (Optional)
Survey Question Add and present questions to the survey through a pre-recorded audio file or Text-to-Speech feature.
Allow interruption Enable customers to provide responses before the completion of a question.
Next Question Automatically move on to the next question after a defined number of invalid retries.
Hangup Establish a time limit for ending the survey due to invalid entries or lack of customer response.
Invalid Response Message Provide an audio file or Text-to-Speech message to be played when a customer's response is invalid
Thank You Message Add an audio file or Text-to-Speech message to be played upon the completion of the survey.