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Measuring Customer Happiness with Instant Messaging

Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics will also assist you in monitoring the ratings received by the agents or given by your contacts and accounts across various time frames.

What is customer happiness? 

Customer happiness refers to a customer's overall satisfaction and positive experience with a product, service, or brand. It encompasses the customer's emotional relationship with the service and its offerings. Customer happiness is often measured through customer satisfaction surveys, feedback, and repeat business, and is a crucial aspect of building strong and long-lasting customer relationships. Happy customers are likely to be loyal, advocate for the brand, and contribute to the company's success.

What is the customer happiness rating?

Using instant messaging can significantly increase the customer happiness rating, also known as the Customer Satisfaction (CSAT) score. Customers who use chat are typically more satisfied than those who use email or phone support. By providing instant answers in real-time and creating stronger customer relationships, the IM channels can help boost the CSAT as much as possible.


Steps to edit and view the rating:

1. Click the Setup icon (  ) in the top bar.
2. In the Setup Landing page, click Customer Happiness under General.
3. On the Customer Happiness page, click Get Started. By default, Customer Happiness will be enabled for all departments.


4. In the Rating Configuration page, provide the following:
    •    Rating Question - Enter a question you like to pose to customers to describe how satisfied they are with your customer service.
    •    Ratings: These are the options your customers choose to describe their experience. You are provided with three rating options: Good, Bad, and Okay. You can disable the 'Okay' rating if you don't want your customers to provide a neutral answer.

Limitations in the supported IM channels

Integration Service

No of Buttons

Button Text Limit

Rating Question Testlimit

WhatsApp

3

20

1024

Telegram

3

40

1024

FB Messenger

3

20

640

Instagram

3

20

640

LINE

3

13

60


5. In the Instant Messaging channels, a happiness rating will be requested/sent when the chat ends.
This is a default option.



6. Enable Survey - You can enable happiness ratings for one or more of your departments. Select the departments from the drop-down list.
7. Click Save.

How to configure the feedback window time manually using the IM Ticket preference settings?

Navigate to Settings  Instant Messaging  Preferences  Tickets. The Desk module will wait for the customer's response based on the set time limit (set in the IM Module) before sending the feedback message. If the time limit exceeds the open conversation, it will disregard the customer's feedback response and create a new ticket.

To prevent receiving multiple feedback rating messages, suggest that the customer establish a time limit when the feedback window opens in the ticket preference settings. For instance, if it's currently set to 1 hour, and the customer provides feedback after 3 hours, they can adjust the IM ticket preferences to close a ticket after 4 hours to avoid this recurring issue.

Sneak peek of the supported customer happiness ratings on the IM messaging channels.


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Updated: 4 months ago
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