How to configure CSAT?

Overview

The Customer Satisfaction (CSAT) configuration in Kwik Engage enables businesses to collect feedback from users via WhatsApp after their interaction with a chatbot or a support agent. This guide explains how to configure and manage CSAT surveys effectively.

Enabling CSAT Surveys

To start collecting customer feedback, you need to enable CSAT surveys.

1. CSAT Enable: Toggle this switch ON to activate CSAT surveys.

2. Bot CSAT: Toggle this switch ON if you want the chatbot to send the CSAT survey automatically after an interaction.

Configuring Bot CSAT

When enabled, the chatbot will send a CSAT survey message after resolving a user query.

Bot CSAT Fields:

• Bot Resolution Check: This message is sent by the chatbot to confirm if the user’s query was resolved. It goes after the a set inactivity in the conversation, to check if the query has been resolved.

  • Example: "Have we resolved your query?"

  • Default time for ticket resolution upon inactivity is 30 minutes.

  • Users get set options Yes/No to select from.

  • In case a user selects Yes, then CSAT Rating message will be sent.

  • In case a user select No, the ticket will be handed off for agent support.

• Bot CSAT Message: The prompt asking users to rate their interaction with the chatbot. It goes when the user  selects 'Yes' to the Bot Resolution Check message or upon ticket closure from resolve state.

  • Default time for ticket closure upon inactivity is 30 minutes since resolution.

  • Example: "Please rate this interaction. It will definitely help me improve."

• Bot CSAT Button Name: This is text shown on the button users click to submit their rating. Example: "Choose Your Rating"

Configuring Agent CSAT

When an agent handles an interaction, a CSAT survey can be sent to users for feedback.

Agent CSAT Fields:

• Agent CSAT Message: The message prompting users to rate their interaction with the agent. Example: "Please rate this interaction. It will definitely help me improve."

• Agent CSAT Button Name: The text shown on the button users click to submit their rating. Example: "Choose Your Rating"

Feedback Collection

After a user rates the interaction, you can ask for additional feedback.

• Feedback Message: Users can provide free-text feedback after submitting a rating. Example: "Please share comments; it will be great to hear from you and help us serve you better each time."

Managing CSAT Expiry and Duplicates

• CSAT Expiry (in minutes): Defines how long a user can submit feedback before it is ignored. Default: 30 minutes.

• Reject Duplicate: If enabled, it overwrites duplicate ratings from the same user. If disabled, multiple ratings from the same user are stored.