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Sentiment Settings: Customer Satisfaction (CSAT) Surveys

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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, or state.

When describing a caller, there are many factors that can be considered as 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 more are yet to be discovered (e.g. some wildly unexpected variable that has a 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 improve your service levels.

 

Sentiment Settings

If you wish to configure 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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  1. Log in to your Talkdesk as an Administrator.
  2. Click the Admin section [1] in the top navigation.
  3. Select the Preferences tab [2].
  4. Scroll down to theSentiment Settings” section [3].
  5. Switch the toggle to the right to turn this option to ON [4].
  6. 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].

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Note: The CSAT-related messages will always be sent from a separate US phone number owned by Talkdesk. Rates are subject to change.

 

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7. To add a number to the Enabled Phone Numbers list, simply select the number(s) and then click the arrow left [6] to move it to the list of Enabled numbers, or simply drag & drop the selection.

 

Note: Sentiment Settings can also be configured separately per phone number.

 

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

  • 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.

These survey texts will be applied to all phone numbers unless a customized text survey message is defined at a phone level. You can also customize a different CSAT message per phone number.

 

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

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10. Besides defining where, what and how customers should receive the CSAT survey, you can also request your agents’ input on the caller's overall mood at the end of each call.

 

Learn how to enable Mood Surveys.

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

 

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