Setting Up CSAT Surveys in Richpanel: A Quick Guide
Satisfaction surveys are a critical tool for gauging customer satisfaction and improving service quality. Richpanel allows you to seamlessly integrate satisfaction surveys into your customer service workflow. This guide will walk you through setting up a satisfaction survey in Richpanel.
Prerequisite:
- You must have admin access on Richpanel.
- Ensure you have selected the correct brand for which you want to set up CSAT survey if you manage multiple brands.
1. Navigate to Satisfaction Survey
- Log in to your Richpanel account. In the main navigation menu on the left side, click on 'Settings'.
- Within the Settings menu, look for the 'Satisfaction Survey' option, found under the 'Organisation' section.
2. Language Settings for CSAT Surveys
Richpanel allows you to enable or disable the CSAT survey feature in multiple languages for diverse customer bases. To manage the languages:
- Navigate to the Languages section.
- Enable or disable languages by toggling the switch next to each language (e.g., Swedish, Danish, Chinese).
- To add or remove languages, click on + Add/Remove language and select from the available options.
3. Asking for a Rating
To collect customer feedback:
- Toggle Ask for rating to enable the CSAT survey feature.
- Customize the Rating card title (e.g., "Rate your conversation") and Rating card description (e.g., "Help us understand how we are doing").
- Choose a rating style:
- Stars: A simple 5-star rating system.
- Emojis: An emoji-based rating to reflect the customer’s mood.
4. Skipping CSAT Surveys for Specific Tags/ Channels
You can configure the CSAT survey to skip certain types of conversations based on tags. Richpanel allows you to choose the communication channels where you want the CSAT survey to be enabled:
- Skip CSAT survey for conversations with the following conversation tags: Add tags that are irrelevant to receive feedback (e.g., "not-relevant", "tech", "delete-account").
- Skip CSAT survey for conversations with the following customer tags: Add customer tags to exempt specific customer profiles from receiving the survey.
- You can select channels such as Live Chat, Email, and Facebook by checking the boxes next to each channel.
5. Collect Reviews on External Sites
You can redirect customers to external sites for reviews when they leave a positive CSAT rating:
- Toggle Collect reviews on external sites to enable this option.
- Set the Minimum CSAT score for redirection (e.g., 5-star rating).
- Enter the Redirect URL where you want to send customers.
- Optionally, check the Show a message before redirecting box to display a custom message to customers before redirection.
Conditions for Sending a Successful Survey
Before setting up your CSAT survey, please keep in mind that certain conditions must be met for the survey to be sent:
- There should be at least one reply from a Customer Success (CS) agent in the conversation.
- The total characters in the entire conversation thread should be more than 50 characters.
- The conversation must be closed for the survey to be triggered.
Manually Adding a Survey to a Conversation
If you want to manually add a CSAT survey for a specific customer conversation:
- Go to the Conversation.
- Click on the 3 horizontal dots in the conversation bar.
- Select Instant Action.
- Choose CSAT Survey from the list.
Once a customer's query has been resolved, closing the conversation marks it as complete.
On this page
- Setting Up CSAT Surveys in Richpanel: A Quick Guide
- 1. Navigate to Satisfaction Survey
- 2. Language Settings for CSAT Surveys
- 3. Asking for a Rating
- 4. Skipping CSAT Surveys for Specific Tags/ Channels
- 5. Collect Reviews on External Sites
- Conditions for Sending a Successful Survey
- Manually Adding a Survey to a Conversation