We use Fin’s inactivity auto close feature, initially this was set to a short 15 minutes but due to the nature of our clients industry it would not be uncommon for them to be away from the PC for 45 minutes or so. Last year the setting was changed to 3 hours and since then we’ve noticed our CSAT response rate has dwindled to a meagre 5%. I hypothesise this is largely due to the lengthy inactivity setting and customers then failing to interact and the interaction itself being largely forgotten. I’m curious other users inactivity setting and the CSAT response rate you receive.
Curious other people's setting and logic for inactivity closure lengths
+4Hi Amber!
It sounds like that 3-hour window is creating a "forgetting gap" where customers lose interest before the survey ever hits their inbox. To boost your CSAT, I suggest a more active "Nudge" strategy using the Analyze and Deploy stages of the Fin Flywheel. Instead of a long silence, set up a modular workflow to send a friendly reminder after 45 minutes of inactivity to see if they are still there. This re-engages them while the conversation is fresh, making them much more likely to complete the survey when the ticket closes shortly after.
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