CSAT/NPS in Journeys:
Enhancing customer satisfaction is vital for sustained success. BIK offers convenient tools like Customer Satisfaction (CSAT) and Net Promoter Score (NPS) blocks to gauge customer sentiment effectively.
Benefits of CSAT and NPS Blocks:
Real-time Feedback: Gain immediate insights into user satisfaction following significant interactions.
Identify Improvement Areas: Utilise feedback to pinpoint product or service areas for enhancement.
Track Progress: Monitor satisfaction level changes over time to evaluate the impact of your efforts.
Incorporating CSAT/NPS Blocks into Journeys:
Steps to integrate CSAT/NPS blocks into your BIK workflows:
1.Locate the Block: Navigate to the WhatsApp menu, find the CSAT/NPS block under the Ask Customer section.
2.Add the Block: Select the block and incorporate it into your Journey flow.
3. Customize the Block:
Click on the added block to configure it.
Add a message for the CSAT/NPS block.
Choose between CSAT or NPS based on your preference.
Select review types such as Rate 1-5, Rate 5-1, or QRBs.
Adjust rating values from negative to neutral or neutral to negative if necessary.
4. Response Messages: Include response messages for each rating to gain a comprehensive view of feedback.
5. Utilise as Trigger: This flow can also serve as a trigger for events like chatSessionClosed to collect feedback on agent performance.
Emojis Support in CSAT/NPS Blocks into Journeys:
Use the "Use Emojis for rating" checkbox to enable emojis for rating. Based on the rating, the emojis are displayed along with the configured rate.
FAQs
1. What options do I have when configuring a CSAT or NPS block?
You can customize the message for the block, choose between CSAT or NPS, select review types (e.g., Rate 1-5, Rate 5-1, Rate 10-1, Rate 1-10 or QRBs), and adjust rating values as needed.
2. How do CSAT and NPS blocks benefit my business?
These blocks enable you to gather real-time feedback, identify areas for improvement, and track satisfaction levels over time.
They provide valuable insights for optimising your product or service and enhancing overall customer satisfaction.
3. Where can I see the responses of the CSAT/NPS block?
You can see the responses of the block in Overall CSAT/NPS report.
For further assistance or to raise feature requests related to CSAT/NPS in Journeys, please contact [email protected].