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
As a rule, all Talkdesk CX Cloud features come pre-installed. To access Feedback, simply click on the icon  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.
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:
- Live Feedback Stream with aggregated metrics.
- Feedback Flow Report* for raw response data.
- Explore API documentation for data extraction (available soon).
*Note: The Feedback Flow Report includes all the survey data that has been collected during a period of time, with details about the interaction and survey. Each entry has the response to an individual question or survey invitation. For more information, please read the Data Dictionary's Feedback Flow Report article.
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.
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
Survey management through the Feedback Flow Builder tool.
Survey data access through the Live Feedback Stream.
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.