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 Feedback surveys, you can send out personalized surveys to your customers. You can then compare your survey 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 Surveys and click on Create Survey. You can choose between 2 templates:
If you use templates, all questions and fields are pre-populated with placeholders, and if you decide to use Custom question type then you have to manually fill out everything.
Regardless of the choice, you can also edit the surveys later.
Here you can add your own logo and colors to create a survey which stays true to your brand. It's possible to have multiple surveys with different branding, depending on your subscription plan.
This is where you can choose the content of your feedback 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.
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. It is also possible to customize or remove rating scale labels. For example, you can decide if 1 should be the highest or lowest score.
Choose your sign off message.
Here you can see all of your connections and enable or disable Klaus feedback survey for each connection.
Survey triggering conditions might differ based on the connection but default ones are:
Agent reply count
You can save the survey as a draft when it’s not published yet or edit survey and save changes for active surveys.
Will publish the survey.
Once you publish the survey, don’t forget to disable or turn off your previous feedback 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.