Using Automations for Happiness Ratings
Typically, happiness rating is a placeholder [${Cases.Customer Happiness Rating}] that contains the rating question and the answer links. The placeholder, when inserted into an email template, can be sent to your customers using the automation rules in Zoho Desk. For example, you can spice up ratings; good or bad with Workflows, Time-based triggers, and SLAs.
Let us see how each of these automation rules can be leveraged to get the best out of your customer support team.
Workflows
It's not uncommon for agents to receive a poor rating, even though they had given their best. But you can always turn around a negative feedback, by quickly following up a support interaction and making sure the problem is resolved. While you can learn how to create a workflow rule here, let's look at creating one for the above situation.
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click Workflows under Automation.
- In the Workflows Rules page, click Create Rule in the upper-right area and follow the below steps.
Part 1: Select the [Tickets] module and enter the Rule Name.Part 2: You must choose to execute the rule based on Happiness Rating (for) Negative Ratings.Part 3: In the Rule Criteria section, specify <Status> is <Closed>.Part 4: Under Actions, create a New Alert and do the following:
- Provide the Alert Name, e.g. Follow-up on Negative Ratings.
- Select an Email Template that will be sent to the customer. You can personalize this email according to your needs.
- Select the Notify Contact check box.
- Save the Workflow Rule.
When your customers leave a negative rating, the Workflow Rule will send your customers the personalized email enquiring how you could be of further help.
Time-based or Supervise Rules
Typically, customers need some time to digest their support experience before being asked for a feedback. For the same reason, you can set up a time-based rule that triggers an email containing the rating placeholder, after about 24 hours of closing a ticket. While you can learn how to create time-based rules here, let's look at creating one for the above situation.
- Click the Setup icon (
- In the Setup Landing page, click Supervise under Automation.
- In the Supervise Rules page, click Create Rule in the upper-right area and follow these steps:
Part 1: Enter the Rule Name and specify Business Hours as Calendar Hours.Part 2: In the Rule Criteria section, specify: <Hours since closed> is <24> (AND)<Happiness Rating> <Link not provided> (AND)<Status> is <Closed>
Part 3: Under Actions, create a New Alert and do the following:
- Provide the Alert Name. For example, Send Rating Link.
- Select an Email Template that contains the rating placeholder. You can personalize this email according to your needs.
- Select the Notify Contact check box.
- Save the Supervise Rule.
The Supervise Rule will send your customers the personalized email asking for a rating, at the end of 24 hours of closing their tickets.
Service Level Agreements
Configure SLAs to slap a resolution time for tickets that had received a negative rating. This will enable your agents to follow up with the aggrieved customers and transform an oops into an opportunity. While you can learn how to create an SLA here, let's look at configuring one for the above situation.
- Click the Setup icon (
- In the Setup Landing page, click Escalate under Automation.
- In the SLA page, click New SLA in the upper-right area and follow these steps.
Part 1: Enter the SLA Name.Part 2: You must choose to execute the SLA on Field Update.You must specify Happiness Rating as the field to be monitored.Part 3: You must add a target for this SLA. In the Add Target page do the following:
- Specify the condition as <Happiness Rating> is <Bad>.
- Set the resolution time and actions on escalation if any.
- Save the SLA.
The SLA will slap tickets that had received a negative rating with the specified due period.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho SalesIQ Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
New to Zoho DataPrep?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Bigin?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
Related Articles
Setting up Customer Happiness Rating
Listen to the voice of your customers by enabling customer happiness ratings in Zoho Desk. Happiness rating helps you get a glimpse of what your customers think about the support they receive at the end of each response or closing their ticket. The ...Creating Time-based Automations
Time-based rules are similar to Workflow rules for the reason that both define actions that will trigger alerts, create tasks and update fields in Zoho Desk. However, time-based rules are triggered when a timed event occurs, and not immediately after ...Reporting on Customer Happiness
Zoho Desk provides you with prebuilt reports on happiness ratings for agents. These reports are quite detailed and provide an informative collection of rating statistics that can be used as it is. The three default reports are namely: Customer ...Viewing Happiness Rating Score
To understand your customers better, you need to be attentive to them whenever you are in touch with them. Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas: Ticket Details Page Contact List & Details Page Account ...Can I customize the look of the Happiness Ratings?
Happiness Ratings enables you to measure the quality of customer service being provided by allowing your customers to rate their experience on a scale of Good, Okay and Bad. That said, it is essential that the ratings and their accompanying visuals ...