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.

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.

CSAT Survey Triggering Conditions

When Surveys Are Sent

For a CSAT survey to be successfully triggered, all of these basic qualifications must be met:

• The conversation must be in closed state
• There must be at least one reply from both the customer and an agent
• The total character count of the entire conversation (including all messages) must be at least 50 characters
• The last activity in the conversation occurred within the past 7 days before closure
• The channel must be supported (Instagram Comments and Facebook Comments are not supported)
• The customer's email must not be associated with Amazon marketplace
• For Aircall conversations, the last call must be answered (not missed) and the customer must have an email in their profile

Timing of survey delivery:

• For live chat:
• Immediately after a ticket is closed (if the customer is online)
• Sent later when the customer returns online (if they were offline at closure)
• Activity message: "Conversation rating survey will be sent later because user is offline"
• For email: 12 hours after closure, allowing the customer time to review the message

When Surveys Are Not Sent

Your CSAT survey will not be triggered in the following scenarios:

1. CSAT not enabled for below channels
• Instagram and Facebook
• Activity message: "Conversation rating survey is disabled for this channel"
2. Tag Exclusions
• Conversation has excluded tags
• Customer has excluded tags
• Activity message: "Conversation rating survey is skipped because specified tags are present"
3. Recent Survey Already Sent
• A CSAT survey was already sent to the same customer within the last 3 days
• Activity message: "Conversation rating survey is skipped because last CSAT was already sent in the specified time frame"
4. Reopened Conversations
• If a CSAT has already been sent for a ticket, reopening and reclosing that ticket will not trigger another survey
5. Inactivity
• The conversation was closed but the last activity was more than 7 days ago
• Activity message: "Conversation rating survey is skipped."
6. Aircall-Specific Conditions
• The last call in the conversation thread was missed
• The customer doesn't have an email in their profile
• Activity message: "Conversation rating survey is skipped."
7. Basic Qualifications Not Met
• Missing replies from either the customer or the agent
• Conversation character count is below 50 characters
• Activity message: "Conversation rating survey is skipped."

If you need to troubleshoot why a specific CSAT survey wasn't sent, check the activity log of the conversation for these notification messages.

Manually Adding a Survey to a Conversation

If you want to manually add a CSAT survey for a specific customer conversation:

1. Go to the Conversation.
2. Click on the 3 horizontal dots in the conversation bar.
3. Select Instant Action.
4. 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
• CSAT Survey Triggering Conditions
• When Surveys Are Sent
• Timing of survey delivery:
• When Surveys Are Not Sent
• Manually Adding a Survey to a Conversation