Every rating counts: Shaping customer experience
We are back to that beautiful time of the year. It is the season to reflect, be thankful, and appreciate everything that has happened throughout the year. Thanksgiving is a time we connect with our family, friends, and relatives to strengthen relationships, have gatherings, and reflect on the love and goodness that carried us forward. It is also the moment to remember how we've held each other strong during times of turbulence and challenges.
In our last year's post, we reflected on how we can celebrate our support heroes with Zoho with Gamescope. That is a wonderful way for an organization to recognize agents for their hard work and performance in meeting business expectations.
This year, we would like to focus on how customers can respond to agents for the service they provide through the built-in feature called Customer Happiness Rating.
A Customer Happiness Rating allows customers to share their experience with customer support. Many organizations use this rating to calculate the CSAT score to gauge customer satisfaction. In Zoho Desk, Customer Happiness Rating is available for tickets and instant messaging channels, where users can rate their support experience for that conversation. Also, customer happiness rating is available in multiple languages, making it easy for customers to respond in their native language. The CSAT dashboard gives an overview of the ratings customers provide, allowing the organization to understand overall sentiment and the customer support experience.
Zoho Desk has three rating options: Good, Okay, and Bad. A good rating leads to the general understanding that the agent was helpful, and a bad or neutral rating means they weren’t—but it's not always that simple. There may be several factors influencing the rating: the impact of the issue on the customer, the time taken to solve due to complications, limitations, emotional factors, and more.
As customers, giving a rating is a way of expressing gratitude for the service we receive. Thoughtful and meaningful feedback can help the organization evaluate how effective its support is, understand the customer experience, and improve customer retention.
Upvotes and sharing
To show appreciation for your agents and the support they provide, the knowledge base and community provide options to upvote discussions and articles. You can also share useful links on Facebook, X, or LinkedIn by clicking on the social media icons. You can interact with the authors over the comments section on the Knowledge Base articles and Community posts, as well as discuss with fellow users. This contributes to understanding how features help you and fellow users, as well as appreciating the authors who have guided you.
To stay updated on new content, you can follow the author and receive notifications whenever they publish new articles in the Knowledge Community. Every rating on the ticket or chats and every like on the knowledge base or the community is a recognition of the service provided. Keep exploring, commenting, and discussing.
Here's a Thanksgiving note from the Zoho Desk team
This year has been an eventful journey, marked by customer meetups, Zoho events, online webinars, live Ask the Experts discussions on the Community, webinars, and numerous interactions via calls, emails, chats, and social media.
Through every conversation, we've come to know you better, understand your needs, and aim to further develop the product to create meaningful customer connections. Thank you to all our users who have voiced your thoughts through the Community, emails, social media, live discussions, and webinars. Your feedback and interactions have encouraged us to keep building Zoho Desk to be more intuitive, user-friendly, and helpful for you and your customers.
Happy Thanksgiving!
Cheers,
Lydia | Zoho Desk