Using Triggers to get the most out of Customer Satisfaction - Re-evaluation
所以,到目前为止,很多Zendeskers亚博已经疯了e great use of the wonderfully simple, yet elegant Customer Satisfaction Ratings Professional and Enterprise plans. But there’s something more there that you can do with this tracking system. I feel this idea could be of great use to the community at large. First, let me present you – the “Agent” -- with a problem, a quandary, if you will, and will present the thought and ideas, and the solution.
When a customer loves the quickness and promptness of your answer, and gives you a “Yes, I’m satisfied” answer – that is an awesome feeling! As a support agent, you can’t beat the feeling of an ‘internet thumbs-up’, a proverbial 'pat on the back'. It’s even better when the customer notes “Give Good Guy Greg a raise, he’s the greatest!”, isn’t it?
Unfortunately, today... it’s not a good day for Pessimistic Paul, who’s just looking to spread the word of negativity to all that surround him, even his favorite product – your company’s pride and joy. So even though you may have given the best answer you could have, Paul just didn’t think it was good enough or quick enough, so he says, emphatically “No, I’m not Satisfied”. That is frustrating, but it’s our job as support agents and managers to defuse the situation and make Pessimistic Paul become Positive Paul.
The problem
Out of the box – the Customer Satisfaction ratings systemseemscompletely static! Boy, would that be a mistake to make -- there’s so much you can do! With a bit of customization, you can sculpt Customer Satisfaction Ratings to reflect exactly how you want your business’ customer satisfaction to run. Spice it up with some triggers!
My tip today involves creating a trigger so that when your agents or yourself receive a bad or ‘unsatisfied’ comment through your Zendesk, you can turn the situation around and ask to be re-evaluated, and get that rating changed ASAP!
Once you’ve received the “unsatisfied remark”, regardless of whether it’s your fault or not, you want to make it right. So you meet with your co-workers, or you devise a plan of your own to make your customer happy.
In our case, we prefer to devise a game-plan as a team, and then call our customer. We apologize for the unsatisfying comments, and ask if we can help further. The personal touch and approach with your customers can lead to an overwhelmingly positive response from them. (On the other hand, there are some customers who can’t be pleased - but we still try our best!)
The solution
所以现在你让你的客户满意——什么?我们would prefer to have them change their negative rating to a positive one, right? Let’s make that Trigger! The trigger consists of adding a tag to the original ticket so that you can have an email
In Zendesk Support as an administrator, to make this change, please follow these steps:
- Click theAdminicon in the sidebar, and underBusiness Rules, selectTriggers.
- Select ‘Add Trigger’ and name your trigger.
In our case, I named ours “Followup on Satisfaction Rating (after Phone Call)”. Rolls right off the tongue! ;)
It must meetALLof these Conditions:
- Tags contain at least one of the following:You can name your tag anything, but make it easy for your agents to remember. We went with followup_satisfaction for our team.
- Status is Solved.我们don’t want to be having these follow-ups sent unless the requested ticket has been solved by the staff.
So to explain in a succinct statement: Once the agent has completed and made the customer as happy as can be, have them finish out the ticket by marking itSolved, and have themadd the tag you have created.
What will we want this trigger to do?
The trigger should email the requester. You can personalize this message, as we have done, but the most important thing to remember is to add the Zendesk placeholder of{{satisfaction.rating_section}}at the end (or beginning!) of your email. This section will automatically display to your customer a small area for them to easily change theirBADrating to aGOODone!
Note:我们也有触发删除标记,在的f chance that the ticket is ever opened again by that customer, so that we can start the process all over again.
As you can see below, our customer is happy after our call, and was able to easily change the rating from the email they received!
Thanks again for your time, and hope this Trigger tip was of great help to you!
See you next time, and have fun Zendesking!
Bonus Manager tip:As the support manager, I feel it's a good idea to also have an email sent to yourself when one of your agents adds the appropriate tag. It lets you know your agents are on top of it. I personally have the trigger also send an email to me to let me know my agent has sent their ticket to the client to be re-evaluated, that way I can make sure everything is correctly followed up on.
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This is awesome! Thanks, Joe!
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Nice one Joe.
I've just set up a virtually identical one for us, but as an automation instead of a Trigger. That way the user can digest for 24 hours (or whatever) before being asked for feedback, and also they won't be bombarded with "Ticket Solved" emails at the same time.
It all depends what you want I guess - you could even merge the two triggers (feedback request and ticket solved) into one for any such cases which stemmed from bad feedback.
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Great ideas, Tom. Thanks for sharing!
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我们send notifications of all ratings received to the agent and its manager, but send the Good ratings with comments to the whole team as a way of bragging rights.
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Bragging rights are good! :) We do something similar--we put the ratings on Yammer so everyone can see them and comment if they want!
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Great idea, Tom! Love the 'automation' ways as well as the Trigger. Works differently for every Zendesk! That's what makes us all unique snowflakes, right? ;-)
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This is great. Thanks
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Thanks Joseph and Tom!
I used a bit of both worlds to get this working. Joseph his setup and Tom's automation are now working on our Zendesk :) Kudos on sharing this!
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Great idea, Jan! Glad you found a good solution. Thanks for sharing.
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Thanks for the tip Joe. Only issue I am having is the email sent to the client to resurvey doesn't give them the same good or bad links like the first survey. Instead it shows "You may still change your rating or comment." and then the user has to login to change the rating. Since we don't have our users login to the portal and communicate mainly via email it a big extra burden and so far nobody is changing the rating.
Any workarounds for this?
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Hi Mark,
You can include the same two links prompting an end-user to rate satisfaction from the notification with the {{satisfaction.rating_section}} placeholder.
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Hi Emily,
Thanks for the response. That is the placeholder that I am using but it isn't working right. Attached is a screenshot of the response that is created when we use this.
THanks
Mark
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Hi Mark,
I just tested your " Followup on Satisfaction rating" trigger, and the placeholder works correctly. If you're not referring to that trigger, please let me know and I'll create a ticket on your behalf so we can troubleshoot further!
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Hi Emily,
Thanks. I tried another test and the email it's sending out doesn't give the 2 links only 1 link to change it but then it requires users to login. Please open up a ticket so we can get to the bottom of this.
Thanks
Mark
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Hi Mark,
I'm creating a ticket on your behalf and I'll see you there shortly!
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Where can I find the follow up article that Joseph refers to at the end? ("In my next tip, I will tell you how to receive (through Triggers!) email notifications when these unsatisfied clients become satisfied clients")
Thanks
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Hi Emily,
Could you have a look at my account as well? I'm having the same behavior/issue as Mark explains above.
Thank you,
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"In my next tip, I will tell you how to receive (through Triggers!) email notifications when these unsatisfied clients become satisfied clients."
Has the next tip been published?" I really need to see the effectiveness of our efforts to follow-up.
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Was there ever a resolution to the comments that including the {{satisfaction.rating_section}} placeholder does not provide the same two links to change the satisfaction rating?
Our users do not login, and so we are trying to find a way to re-send them the satisfaction survey and allow them to change their rating through links -- without logging in.
I tried including the {{satisfaction.rating_section}} placeholder and also the URLs for positive and negative ratings -- both sent me back to the same page that states the rating is already set, and I can login to change it.
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Hi Cristin,
At this time there is no workaround for this, unfortunately. If a customer would like to change their rating after its initial setting, they need to log in.
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Having read this, I just want to double check.
Is theredefinitely no wayfor a customer to change their Satisfaction on a ticket without logging in?
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Hi Struckhoff!
That is correct. The customer just log in in order to change their Satisfaction rating on a ticket.
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Our customers don't log in, as our support is Phone, Email, and API only. This means they wouldn't have credentials to log in, and certainly wouldn't be Satisfied anymore if we asked them to create them in order to change their rating.
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Hey Struckhoff!
I definitely see where you're coming from here. There is a work-around for this issue, but it could very easily be abused by agents and therefore we don't necessarily recommend it.
A logged-in end-user is the only person who can change a satisfaction rating. What this means is that an agent in your Zendesk could assume an end-user's identity from their user profile and change the satisfaction rating on their behalf.
You can see where this could become a sticky wicket. :)
If you did decide to implement this work-around, you would want to make sure you had a very well-established set of criteria and workflows in place to determine when a CSAT rating change is appropriate and ensure the change is documented properly.
For instance, you might require that the ticket contain a comment from the customer themselves explicitly stating that they want to change the rating. You may want to set up a workflow wherein your agents must escalate the ticket to a team lead, manager, or Zendesk admin to make the change, and that team lead/manager/admin would need to apply a macro to tag the ticket and provide appropriate documentation in an internal comment so tickets with a changed CSAT score can be identified and audited to help prevent abuse.
For customers on the Enterprise plan, there's an additional option for helping prevent abuse of this functionality. The Enterprise plan includes the ability to customize your agent roles, including the access agents in a given role have to end-user profiles. If you set this access toRead-Only不会,代理人的角色be able to assume in to end-user profiles.
Hopefully that helps! Please let me know if you have any other questions!
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Thank you for the tip. Work-around suggestions are definitely always appreciated.
However, this one doesn't work for us. We need a way to reliably prompt the customer to say they are now satisfied, that suits an environment where support is primarily via email and no users may log in. Any manual intervention on our part makes that too subjective, and more apt to be gamed.
Do you have any plans to update your Satisfaction system to suit customers who don't provide access to the web portal?
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Hi Struckhoff,
Unfortunately, we currently do not have a way of having end-users change their CSat response without logging in. Even with an API call from a verified user, a username and password are required to authenticate that user.
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is this still the case, can't customer now change their status by email/???? do dont want to have the inconvenience of a customer having to log in again?
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Hi Spencer!
Users are still required to log in to change their CSAT ratings in Zendesk. We do have an active thread about this in ourProduct Feedbackforum, though. I'd encourage you to add your vote and detailed use case to that conversation! It helps our Product Managers better understand what our customers need and why.
You can find the conversation here:The ability to re-send Customer Satisfaction survey through email
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Hey Jessie and Zendesk:
Are users still required to be authenticated to change their rating? Can they still not do it directly from an email?
I ask because the most recent comment in this tip was from June 08, 2016, stating that users were still required. However, thelinked conversationhas a user, Max K.,adamantly statingthis was not a requirement as of January 27, 2016.
Would appreciate some clarification. Thank you!
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Hey Brad,
I did a little testing on this, and while I can't confirm when this changed, the satisfaction rating section in the CSAT email does not require users to log in seperately to rate or update the rating on their ticket from the email sent out.
Hopefully that helps clear up what the current behavior is!
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