We’ve noticed that some low ratings are given even when there hasn’t been an actual error on our end, often due to factors outside our control.
One possible enhancement could be a “review queue” for ratings of 3 or below, where they are briefly reviewed before being applied to the final score. A quick assessment by our internal managers or leaders could help determine whether the rating reflects an issue with how the chat was handled, or if it stemmed from external factors (for example, a chat being closed after sufficient wait time while the client still had additional questions). Only after that review would the rating be finalized and counted
I’m not sure if this is something Intercom would consider, but it felt worth raising, as unnecessary low ratings do have a meaningful impact on our teams..
Customer satisfaction score
+7Hello
That is a brilliant shout. It sounds like you’re looking for a Quality Assurance (QA) solution that integrates directly with Intercom to help manage your CSAT scores.
While Intercom keeps their native ratings quite "set in stone" to maintain transparency, you can certainly achieve this through a dedicated QA platform. These tools allow your Internal Supervisors or QA Team to review conversations and provide a "Bespoke Internal Grade" alongside the customer’s rating. It’s a fantastic way to ensure your team's performance metrics aren't unfairly skewed by factors outside their control.
I’d highly recommend popping over to the Intercom App Store to explore the Marketplace. There are some superb AI-powered tools there that can help with agent coaching and sentiment analysis as well.
I hope this helps point you in the right direction!
Cheers,
Roy 🇬🇧
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOEnter your E-mail address. We'll send you an e-mail with instructions to reset your password.