CSAT ratings on chat conversations
Collecting feedback and deducing customer satisfaction is key to reducing churn and turning happy customers into brand advocates. With the new CSAT rating capabilities for chat you can now start measuring customer satisfaction right inside Dixa.
Once you enable CSAT ratings for chat, customers who reach out on chat will be offered to rate the conversation on the CSAT scale once the chat conversation is ended (either by an agent or by the customer).
Setup CSAT for chat
Please note that once you enable CSAT for chat, you will not be able to return to the old version with thumbs up and down rating anymore.
2. Click on the "Customization" tab: Here you can choose which languages you would like to offer your chat ratings in. The language will change depending on the browser language of the customer.
Once you are done, do not forget to save your customization for the language.
6. CSAT ratings will now be offered for all your chat conversations. If the customers or user has a browser language that you did not set up in the settings, the rating offer will be shown in English by default.
Ratings in the Conversation View
In the first version of the CSAT rating feature, agents will be able to see ratings of a conversation in the right side bar in the "Satisfaction" card.
Administrators can see all ratings in the Analytics section. From there they can also be downloaded in a CSV file. Read more about it here.