Role: Admin, Account Manager
Alongside doing QA in order to improve the quality of your support offering, it is also important to ask your customers for their feedback on your performance.
With the Klaus Customer Satisfaction surveys, you can send out personalized surveys to your customers. You can then compare your CSAT scores to your IQS scores to get a wider picture of how you are doing.*
You can also send different surveys per brand domain if your company has multiple brands.
To get started, you should:
Go to Account Settings and choose CSAT survey and click on Create Survey.
On this page, you can personalize your CSAT survey and see a preview.
Here you can add your own logo and colors to create a survey which stays true to your brand. Pro plan and higher can have multiple surveys with different branding.
This is where you can choose the content of your CSAT survey email including the email subject and questions your customers can respond to.
You can personalize content text fields (sender’s name, email subject, intro question) by using personalization tokens. Just click on the token while typing and it will automatically add it to the text.
Here you can see all of your connections and enable or disable Klaus CSAT survey for each connection.
CSAT triggering conditions might differ based on the connection but default ones are:
Agent reply count
Choose the rating scale your customers will use to leave feedback and create additional reasons which your customers can choose if they wish to go into more detail.
Choose your sign off message.
You can save the survey as a draft when it’s not published yet or edit survey and save changes for running survey.
Will publish the survey.
Once you publish the survey, don’t forget to disable or turn off your previous CSAT surveys.
Intercom messenger CSAT
Intercom users can select between Email and Messenger as CSAT survey channels.
To enable Klaus CSAT in Intercom messenger, go to the Delivery tab of your survey, find, and open Intercom connection from the list of connections.
When setting it up for the first time, it is necessary to Authenticate Klaus CSAT with Intercom. To do that, click the Authenticate button and follow the instructions.
When the Messenger is used as CSAT delivery option, CSAT survey triggering in messenger will be controlled by Intercom according to the rules listed here.
If the customer does not respond to the Messenger CSAT, follow up e-mail will be sent.
If you have multi brand set up in Intercom, you can also add brand rules:
To see the results of your CSAT survey whether you are using the Klaus survey or a 3rd party, you can consult the CSAT dashboard.
*Note: CSAT survey does not work with masked data.