Talkdesk Feedback: Overview

Talkdesk Feedback generates multichannel customer experience data that turns into insights on Agent performance, customer retention, and loyalty.

Improve customer experience by deploying surveys across interactions. The reporting solutions turn data into actionable insights, focusing on contact center performance, and finally. With Feedback you can also automate actions to resolve issues in the customer journey, boosting efficiency and customer retention.

Installation and Activation

To install and/or activate Feedback, please get in touch with your Customer Success Manager. 

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As a rule, all Talkdesk CX Cloud features come pre-installed. To access Feedback, simply click on the icon [1] on the left-side dock. 

If you’d like more information regarding options for manual installation and configuration of Talkdesk CX Cloud, please see our documentation here.

 

Survey Creation

Creating quality survey data is the key to understanding customer satisfaction, which is why we’ve created tools to help you create surveys with ease. Through the Flow Builder tool you’re able to create custom, dynamic SMS Surveys either from scratch or from a template. Then, attach that survey to a Talkdesk phone number, so it can be triggered after inbound or outbound calls. 

IVR Surveys are currently available as a template, through a number of different languages, that can be installed on your account in order to trigger after inbound calls through the Studio Get Feedback component. See more details below:

Note: We support the ability to track customer satisfaction (CSAT) and Net Promoter Score℠ (NPS) measures, as well as additional custom questions on a survey. 

 

Feedback Analysis and Reporting

Surveys can be supported to track key performance indicators (like customer satisfaction (CSAT) and Net Promoter Score ℠ (NPS) measures), as well as additional custom questions. 

Feedback offers a number of solutions to analyze and act on survey data collected:

 

Integrating and Taking Action on Data

Feedback integrates with all Talkdesk-supported integration platforms, such as Salesforce, Zendesk, Email notifier, and more. The numeric scores brought in from your CSAT KPIs can be leveraged for automations and data extraction available through our Talkdesk Integrations. 

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Feedback Roles and Permissions

Access to the Feedback application can be controlled through custom roles, or by assigning a user to any of the default roles. 

 

Feedback Access: Default Roles

  • Administrator default roles have full Feedback permissions.
  • Agent default roles have no Feedback permissions. 
  • Supervisor default roles have no Feedback permissions. 

 

Feedback Permissions: Custom Roles

Feedback Permissions

View Permissions

Manage Permissions

Delete Permissions

Survey


Survey management through the Feedback Flow Builder tool.

  • When on, the user has access to view survey flows in Flow Builder and can view all parts of the Flow Builder app.
  • When off, the user does not have access to view Feedback Flows, and the menu item will be hidden from the navigation bar.
  • When on, the user has full access to manage, create and edit survey flows in Flow Builder in the canvas, number management, and settings.
  • When off, the user does not have access to manage survey flows. The user can see the Feedback Flows list page, but cannot see the Create button, and the link to the number management and settings is disabled.
  • When on, the user has the ability to delete surveys from the Feedback Flows list page.
  • When off, the user can’t delete flows.

Survey Data


Survey data access through the Live Feedback Stream.

  • When on, the user has the ability to view and interact with the Live Feedback Stream.
  • When off, the user does not have access to the Live Feedback Stream, and the menu item will be hidden from the navigation bar.

 

 

 

 

You can access Feedback permissions by going to Admin > Roles and Permissions. When adding permissions to custom roles, scroll down to find the “Feedback” section. See the image below for an example.

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Additional Resources

 

 
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