New features overview
CSAT survey - optional follow-up question
Many of our customers have enabled CSAT surveys to measure the experiences of their customers after they have been in a conversation on social media or messaging channels.
The survey capability allows you to ask for a rating (scale 1-5) and a follow-up question. From now on you can enable/disable the follow-up question per rating. So if you only want to ask for additional feedback for lower ratings, you can.
In this example, a follow-up question is being asked if the customer has responded with “Unsatisfied” to the survey.
In this example no follow-up question is being asked if the customer has responded with “Very satisfied” to the survey.