AI Agent CSAT & Resolution Feedback: Improve Customer Support
The CSAT (Resolution Feedback) feature in the Enjo Web Chat allows businesses to easily collect customer feedback when conversations are closed, helping to improve service and measure customer happiness.
With Resolution Feedback, you can send customizable surveys to customers automatically after a conversation ends. This helps you get real-time insights into how well your team handles customer queries and where improvements can be made.
Enable or Disable Resolution Feedback
You can choose whether to enable or disable Resolution Feedback surveys in web chat. This gives you full control over when you want to collect feedback.
Customize Survey Questions
Businesses can easily edit the survey questions to fit their needs. Whether you want to ask about specific aspects of service or general satisfaction, you can tailor the survey to get the feedback that matters most.
Survey at Conversation End Once a conversation is marked as closed, a Resolution Feedback survey is automatically sent to the customer through the chat. The customer can quickly respond, and their feedback will be available for agents to view.
Feedback in Conversation History The feedback collected from the Resolution Feedback survey is saved in the conversation history, making it easy for agents to review the customer’s responses alongside the full chat interaction.
By using the Resolution Feedback feature, your business can:
Measure Customer Happiness: Get immediate feedback on how customers feel after every conversation.
Improve Service Quality: Use customer responses to see what’s working and what needs improvement.
Boost Customer Loyalty: Address issues faster and keep customers coming back by acting on their feedback.
1 . Click on “AI agent studio” and select any of the existing AI agents.
2. Click on the Settings Menu on the left sidebar. Go to the "Advanced" tab.
3. Click on the Customise button in the Resolution Feedback Section. A screen pops up where you can enable or disable the Resolution feedback or customize questions based on the requirements.
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How it works
- Users can give feedback on message level and conversation level. When the user ends a conversation or the conversation ends because of a session timeout - they can also submit a conversation level feedback. This can be customized by the AI agent admin based on the requirements.
