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Product Announcement - End of Life: Sentiment
Last Updated

Updated: Jan 13, 2023

Originally Published: May 11, 2022

With the introduction of Talkdesk Feedback to the Talkdesk portfolio in 2021, we’ve concluded the process of upgrading all SMS CSAT Survey customers to the new and improved experience and have announced the End of Life of Sentiment (legacy SMS CSAT) and Mood. Currently, there are no plans to replace functionality for Mood, which has been deprecated for all customers. Please see below for the full timeline and additional details on this change.

 

What is included with this upgrade?

Talkdesk Feedback offers a 1:1 feature parity to the legacy SMS CSAT Surveys available from the Sentiment product, plus improvements designed to enhance your efforts:

Continuously listen to customers

Analyze what callers are saying

Act on the feedback received
  1. Attach surveys to a broader geographic audience with expanded number support.
  2. Capture customer feedback via SMS CSAT Surveys after both inbound and outbound calls.
  3. Measure customer satisfaction in the voice channel with the IVR Survey template - available through the "Get Feedback" component in Studio.
  1. Keep your finger on the pulse of what your customers are saying with the Feedback Live Stream, available through the Feedback application in Workspace. Access your feedback in real time and filter for further drill-down.
  2. Add more context to your customer feedback with support for an open comment question, providing you with a qualitative data point to support the quantitative CSAT score.
  3. Drill down into the details of each survey response with the “Feedback Report” in Talkdesk Explore. Filter, export, and even schedule reports to be pushed to your inbox.
  1. Automatically pull survey responses into your data warehouse or the BI tool of your choice using the Explore API.
  2. Pull the CSAT score into the supported platform of your choice to automate quick action-taking through Talkdesk Integrations.
  3. Understand agent performance at a glance by integrating CSAT scores with Talkdesk Performance Management (available for Elite edition customers).

 

 

What happens if I don’t upgrade?

In preparation for this End of Life, if you wish to continue utilizing SMS Survey functionality, you will be required to use the Feedback product, which is available for all customers with the CX Cloud Elevate edition or higher. 

Please note that Feedback is only available with the CX Cloud Elevate edition or higher. If you would like to use SMS Survey functionality please reach out to your Customer Success Manager or customersuccess@talkdesk.com to discuss the options and the edition upgrade process in more detail.

 

Mood:

  • In Callbar (Scheduled for deprecation on September 1, 2023. See Product Announcement): The row prompting feedback on a ‘Contact’s Mood’ in the Call Summary will be removed.

sentimentmood1.png

  • In Explore: Mood reporting fields are no longer displayed in datasets, reports, dashboards, and APIs. You'll still have access to all other reporting metrics about your customers.

sentimentmood2.png

 

Key Dates:

  • Sentiment
    • End of Support: June 15, 2022
    • Auto-Upgrade to Feedback (eligible customers only): September 14, 2022
    • End of Life: January 18, 2023
  • Mood
    • End of Support: June 15, 2022
    • End of Life: January 18, 2023

We recommend that you review the additional resources provided below to fully understand the upgrade process and plan your strategy accordingly.

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