Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.
Rating Option in Emails
All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the rating link. Customers can select a smiley to view the rating form specific to it.
Also, to add a personal touch in your customer communication, the rating form will sport a photograph of the agent who had offered support.
Note: You can't remove the photograph from the rating form. When an agent's photo is not available, the system will display an empty picture frame.
Custom Views for Ratings
Ratings from customers can be aggregated automatically in a single view. Go ahead and create a custom view to compile requests that had received a feedback. Look for the criteria called 'Happiness Rating' while you create a custom view for requests.
Contact & Account Ratings
Understanding customers is the key to giving them good service. To understand your customers well, you need to be attentive to them and exceed their expectations.
As a natural extension to exceed customer expectations, you can now view the department specific and the overall rating percentages of your accounts and contacts. These statistics are displayed in a request's detail view, list and the detail views of accounts and contacts.
You're now provided with a default report called Customer Happiness Comparison. This will come in handy, if you would like to visualize a trend in the rating-data over intervals of time. The report plots the percentage of Good, Okay and Bad ratings received in a day or over a period.
In addition to the default reports, you can now create a custom report with the rating component. Use the rating conditions, to display the happiness statistics grouped by customers, accounts, requests or agents.
Ratings in Automation
Spice up the ratings; good or bad with Workflows, Time-based triggers, Request Assignment rules and SLAs. You will find that happiness rating is now available as a criteria in the automations listed above.
Now, you can follow-up customers for bad ratings(Workflows); stamp a due-date for rated requests(SLAs); send the rating email after about 24 hours of closing a request(Time-based rules); or assign ownership to requests from irate customers(Assignment rules).
A complete walk-through of the happiness ratings is here . Check out these features today and let us know how you find them.