Configuring Email CSAT/NPS Block:
Block Name: Email CSAT/NPS
Type of Review: CSAT or NPS
Overview
The Email CSAT/NPS block allows you to gather customer satisfaction (CSAT) or Net Promoter Score (NPS) feedback via email. This feature was previously available only for Instagram and WhatsApp, and is now extended to email.
Key Features:
CSAT Block Configuration: Only those email templates configured with CSAT can be added to the CSAT block on the journey side.
NPS Flexibility: NPS can be utilized at a brand level and can be used in any part of the journey.
Restrictions: CSAT surveys can only be configured where a chatsessionclosed event is used, as it is directly linked to chat sessions. NPS surveys are more flexible and can be used anywhere in the journey.
Steps to Create and Configure the Email CSAT/NPS Block:
Open a Flow:
Navigate to the flow where you want to add the Email CSAT/NPS block.
Choose the Email CSAT/NPS Block:
Select and drop the Email CSAT/NPS block into your flow.
Choose the Template:
In the block configuration, select a template from the template picker.
Filter by CSAT/NPS Template: Use the dropdown to filter and select a CSAT or NPS template.
Configure Variables:
Set up the necessary variables within the template according to your requirements.
Add Email Details:
Subject: Enter the subject of the email (up to 60 characters).
Pre-header: Provide a pre-header text that will be visible alongside the sender's email address (up to 60 characters).
Sender Name: Specify the name that will appear as the sender of the email (e.g., "John").
From Email Address: Enter the email address that will appear as the sender.
Reply-to Email Address: Specify the email address where customer replies will be sent. You can choose the same address as the "From Email Address."
Trigger the Flow:
Once the flow is configured, trigger it to send the email with the CSAT/NPS survey.
Survey Submission:
When the recipient clicks on the CSAT/NPS rating option in the email, their review is automatically submitted with a ThankYou Page.
FAQ(s)
Q1: What is the difference between CSAT and NPS?
A1: CSAT (Customer Satisfaction) measures the satisfaction of customers with a particular interaction, typically at the end of a chat session. NPS (Net Promoter Score) gauges overall customer loyalty towards the brand, typically after a significant customer journey or at regular intervals.
Q2: Can I use CSAT in any part of the journey?
A2: No, CSAT can only be used where a chatsessionclosed event is present since it is tied to the chat session.
Q3: Is it possible to send both CSAT and NPS surveys in the same flow?
A3: Yes, you can configure both CSAT and NPS blocks in the same flow, as long as the CSAT block is tied to a chatsessionclosed event.
Q4: How do I filter templates for CSAT or NPS?
A4: When selecting a template for the Email CSAT/NPS block, use the dropdown in the template picker to filter by CSAT or NPS templates.
For further assistance or to raise feature requests related to Email CSAT/NPS block, please contact [email protected].