CSAT

Allows end-users to rate a conversational experience using the customer satisfaction methodology.

Introduction

Customer satisfaction is an essential ingredient for business success.

The main purpose of the CSAT (Customer Satisfaction) activity is to qualify the interaction with the end-users. This implementation allows you to read feedback about the experiences in flows and how the users are interacting.

A CSAT survey typically consists of a single question with responses captured on a scale made up of numbers or faces at different ends of the emotional spectrum. The goal is to capture how happy or unhappy customers are with a specific experience or interaction.

Example

A retailer would like their customers to take a satisfaction survey (Customer Satisfaction or CSAT) to understand if the client was happy with their service, after asking questions and making requests for new services in a flow on WhatsApp. The retailer wants to have a survey at the end of it so that they can collect the response data and add it to their CSAT metrics.

Example: Best Buy - on the conversation, the virtual assistant asks the end-user if the information helps them
click to enlargeExample: Best Buy - on the conversation, the virtual assistant asks the end-user if the information helps them
click to enlarge

Example: Best Buy - on the conversation, the virtual assistant asks the end-user if the information helps them
click to enlarge

Actors

  • Yalo Platform.
  • WhatsApp/Facebook User.

Requirements

  • The customer must be using another Yalo conversational flow.
  • Since this is the last part of a flow, there will be no more activity after that.

Flow

  • An end-user is prompted to complete a CSAT at the end of a conversation flow.
  • There could be several questions before completing the survey.
  • Review the dashboards in Yalo Studio.

Outcomes

  • All CSAT data is aggregated for the client and visible in our Analytics section on the platform for later access in Yalo Studio.

Example of metrics obtained in a CSAT implementation

Yalo Studio analytics dashboards
click to enlargeYalo Studio analytics dashboards
click to enlarge

Yalo Studio analytics dashboards
click to enlarge

You can see more information about the dashboards in the Analytics Documentation of Yalo Studio.


What’s Next
Did this page help you?