CSAT Implementation

Introduction

The Customer Satisfaction Survey (CSAT) activity is an activity that allows your users to score their happiness with the outcome of their experience with the chat.

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CSAT Is Not Currently Templated

The CSAT activity must be built from scratch. There may be a templated activity for it in the future but for now, there is not.

To build a CSAT activity, you must first identify all of the endpoints in your flow. An endpoint is a step where any particular interaction with the user is considered complete. Examples include (but are not limited to):

  • The result of an FAQ - the user arrived at a single answer or no answer
  • The result of a Store Locator activity - the user arrived at a list of nearby stores or no nearby stores were found

Create the CSAT activity

First, create a new, blank activity and rename it "CSAT" (or your preferred name)
Now add an initial step to the new activity and call it "CSAT Start"
First, create a condition using the Building a Flow.

  1. Ask users if they want to answer the CSAT.
  2. If no, the user goes to the state CSAT Opted out then the user has the option to return to the menu.
  3. Select Wait for the user to execute actions.
Condition to create in Flow BuilderCondition to create in Flow Builder

Condition to create in Flow Builder

How the CSAT Opted Out activity is configured:

Translation: All right then.
When you need me, just type **hello**Translation: All right then.
When you need me, just type **hello**

Translation: All right then.
When you need me, just type hello

  1. When the user writes yes to answer the CSAT, the first question is about how was the experience. The options are: GOOD/ BAD.
Condition to "CSAT How was the experience" create in Flow BuilderCondition to "CSAT How was the experience" create in Flow Builder

Condition to "CSAT How was the experience" create in Flow Builder

  1. Use these settings to create the condition.
Settings of the condition to "CSAT How was the experience"Settings of the condition to "CSAT How was the experience"

Settings of the condition to "CSAT How was the experience"

Whatsapp workflow example when user responds "yes"

WhatsApp Flow when the user responds "yes"WhatsApp Flow when the user responds "yes"

WhatsApp Flow when the user responds "yes"

For good feedback

If the experience was good the user has to choose one of three options explaining the reason.

Condition to "CSAT Why good"Condition to "CSAT Why good"

Condition to "CSAT Why good"

  1. Create the condition using these settings.
Settings of the condition to "CSAT Why good"Settings of the condition to "CSAT Why good"

Settings of the condition to "CSAT Why good"

WhatsApp Flow example of an option when the user responds "yes".

1. It was easy to understand how the chat works.
2. I received clear and helpful information.
3. Other.1. It was easy to understand how the chat works.
2. I received clear and helpful information.
3. Other.
  1. It was easy to understand how the chat works.
  2. I received clear and helpful information.
  3. Other.

In the case of the user choosing the other option, we have to ask about their decision.

  1. Save the result in a variable 'csat-why-good-other-feedback'.
Settings of the condition to "CSAT other feedback good"Settings of the condition to "CSAT other feedback good"

Settings of the condition to "CSAT other feedback good"

For bad feedback

If the experience was bad the user has to choose one of three options explaining the reason.

Condition to "CSAT Why bad"Condition to "CSAT Why bad"

Condition to "CSAT Why bad"

  1. Create the condition using these settings.
Settings of the condition to "CSAT Why bad"Settings of the condition to "CSAT Why bad"

Settings of the condition to "CSAT Why bad"

In the case of the user choosing the other option, we have to ask about their decision.

  1. Save the result in a variable 'csat-why-bad-other-feedback'.
Settings of the condition to "CSAT other feedback bad"Settings of the condition to "CSAT other feedback bad"

Settings of the condition to "CSAT other feedback bad"

WhatsApp Flow example of an option when the user responds "no".

1. It wasn't easy to understand how the chat works.
2. I did not receive clarity and helpful information.
3. Other.1. It wasn't easy to understand how the chat works.
2. I did not receive clarity and helpful information.
3. Other.
  1. It wasn't easy to understand how the chat works.
  2. I did not receive clarity and helpful information.
  3. Other.
  1. The last step for the user is a state when we are grateful for the time to answer the CSAT survey.
Settings of the condition to "CSAT Thanks"Settings of the condition to "CSAT Thanks"

Settings of the condition to "CSAT Thanks"

Testing

The last thing you need to do is test everything and ensure that the experience works appropriately. Test all the paths, happy and unhappy paths.

And that's all you are ready to go!


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