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.

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.

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.

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

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