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The IVR customer satisfaction survey feature (CSAT) allows you to capture customer feedback via an IVR call flow. It is a tool that enables end customers to assess customer services provided on call. You can use this feature to receive customer feedback for both inbound and outbound calls.
For example, you can set up a feedback survey that prompts at the end of a call, like, “How would you rate the service provided? Press 1 if you are happy. Press 2 if you are unhappy”.
You can view the captured customer responses by exporting the call metrics. Capturing these responses provide insights on customer experience and helps you understand how good, or bad your product, service, or business is. Some benefits of receiving customer feedback are:
- Receiving real-time customer feedback
- Identifying areas of improvement for your business or product
- Analyzing agent productivity
User Requirements: Only an admin or account admin can create a CSAT IVR call flow.
Note: The IVR CSAT feature is available from Pro+ plan and can be enabled only on request.
In this article, you will learn about:
Configuring IVR CSAT
To receive customer feedback after each inbound/outbound call, configure the initial setup required. This involves:
Creating a survey question
This step is similar to creating a welcome message for a call flow. A CSAT message should ideally include a welcome message followed by the actual question you want to have in the survey. For example, “Your feedback is important to us. Press 1 if you are happy. Press 2 if you are unhappy”. For instructions on creating messages, check How to create customized messages and greetings.
Note: You can have only one question in the IVR CSAT survey. Multiple questions are currently not supported.
Setting up IVR CSAT call flow
Once the CSAT message is created, set up the IVR CSAT call flow.
- Log in to your Freshdesk Contact Center account.
Navigate to Admin > Call Flows.
Click on the New Basic IVR option and enter the following details.
IVR Menu Name: Enter a valid name for the CSAT IVR menu.
- Play Message: Select the play message for your CSAT survey. This is the survey/feedback question (see section above) you want your customers to hear. It should have a welcome message followed by the actual question.
- Keypress/Action: Select the keypress option and the corresponding action. The keypress will be the input/response given by the caller for the survey question.
Note: Currently, for an IVR CSAT call flow, you can configure only a Hangup action. Though you can still select other actions, it is not considered valid.
- After N Repeats: Enter the number of times you want to repeat the CSAT message. Also, select the action to be performed if no valid input is given.
Linking IVR CSAT flow to call queue
To enable this feature, the IVR CSAT call flow that you created should be linked to your account. Freshdesk Contact Center gives you the option to enable IVR CSAT for:
- Inbound calls only
- Outbound calls only
- Both inbound and outbound calls
The CSAT IVR call flow can be linked to your account only by the Freshdesk Contact Center support team. To enable the IVR CSAT feature for your account, contact us at firstname.lastname@example.org.
Note: Since only one IVR CSAT call flow can be linked to your account, you cannot have separate IVR CSAT call flows for each type of call. Hence, if you want to enable this feature for both inbound and outbound call, make sure to create a common feedback question.
Receiving CSAT Feedback
Once the CSAT feature is enabled for your account, your agents can receive feedback from the customers after each inbound or outbound call.
- The following notification appears each time a call ends:
- Select Transfer call for feedback.
Once you transfer the call for feedback, customers can use the keypress options to provide feedback.
Viewing CSAT Responses
If you want to analyze and view the CSAT responses received from customers, you can quickly export CSAT metrics from the Call Metrics section. The list of fields available are:
Csat Transfer Made: Tells you if the call was transferred for feedback
Csat Outcome: The response (keypress) received from the customer
Csat Time: The time the customer spent to give feedback. This is calculated from the time the call is transferred to the CSAT survey until the call disconnects.