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Sentiment Settings: Customer Satisfaction (CSAT) Surveys (Open Beta)

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As part of our ongoing effort to improve your customer service experience, we want you to understand the sentiment of your caller, so that you can provide a better experience in response.  

Sentiment describes the general level of happiness of the caller, and may also be described by concepts like: customer satisfaction, mood, attitude, disposition, feelings, state, etc.

In describing a caller, there are many factors that can be considered inputs into a formula that ultimately produces a sentiment score for the caller; some of these inputs are known (e.g. CSAT, mood), others are intuitive (e.g. wait time, number of open support tickets), and still more are yet to be discovered (e.g. some wildly unexpected variable that has strong predictive/correlative power). Although much discussion around the data itself centers on the caller, this same data can be aggregated or sliced-and-diced to support reporting at higher levels (e.g. at the phone level, call center level, geographical region, etc.).

Measuring customer satisfaction can help you better understand your customers and track the quality of your customer service, so you can take actions to make it even better and improve your service levels.

 

Sentiment Settings

In order to activate Sentiment Settings for your account to collect Customer Satisfaction data through text message surveys and agent assessments of Customer Mood, follow these steps:

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  • Log into your Talkdesk as an Administrator.
  • Click the 'Admin' section [1] in the top navigation.
  • Select the 'Preferences' tab [2].
  • Scroll down to the 'Sentiment Settings' section [3].
  • Switch the toggle to the right to turn this option ON [4]
  • A Legal Notice will be displayed requesting you to confirm that your business can lawfully send text messages to your customers. Once you have read and acknowledged it, press the 'Enable Sentiment' button [5].

 

Admins can then:

  • Select which phone numbers should be targeted for the Customer Satisfaction (CSAT) SMS survey.

Answered inbound calls to an Enabled Phone Number will trigger a Customer Satisfaction survey to be texted to the caller:

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Note: The CSAT-related messages will always be sent from a separate Talkdesk owned unique phone number matching the country code of the caller’s mobile phone number. Rates are subject to change.

By default, all your numbers are selected to trigger CSAT surveys to customers. To remove a number from the Enabled Phone Numbers list, simply select the number(s) and then click the arrow right [6] to move it to the list of Disabled numbers, or simply drag & drop the selection:

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This option can also be changed in the numbers settings by following the instructions here.

  • Customize the Default CSAT Survey Messages [7] callers will receive:

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CSAT Survey Message: This is the customizable CSAT Survey text message that will be sent to contacts.

Note: It is necessary to respect the score range from 1 to 5. Also, including instructions to opt-out is a legal requirement for automated SMS in many countries. We advise you to consult your legal department regarding this matter.

Valid CSAT Response Message: This is the customizable text that will be sent to contacts after they have provided a valid CSAT score. Provide your customers with feedback to confirm receipt for responses with valid scores.

Invalid CSAT Response Message: This is the customizable text that will be sent to contacts if the CSAT score they provided was not valid. You can also reiterate survey instructions for responses with invalid scores.

This survey texts will be applied to all phone numbers, unless a customized text survey message is defined at a phone level. To customize a different CSAT message per number, follow the instructions here.

  • Define a Frequency Cap [8] to limit how often a given contact (identified by its phone number) can receive a CSAT SMS survey:  

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You should select here the number of days, hours or minutes that will separate each CSAT survey sent to the same customer (to avoid spamming callers with text messages if they call multiple times in a short period of time).

  • Besides defining where, what and how customers should receive the CSAT survey, you can also request your agents’ input on the callers overall mood at the end of each call:

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To learn how to enable Mood Surveys follow the instructions here.

Supervisors can then start digging into your customer’s satisfaction metrics.

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