Context:
Quite often our customers switch between channels when we talk with them, between chat and email. So, when they reach out via chat and we respond, sometimes they’ve already left and our response gets sent to them by email.
When we close that conversation and CSAT is sent out to them, the CSAT email doesn’t have any context or “recap” of the conversation we’ve had with them, and skews the customer’s thoughts when leaving CSAT - typically we get comments like “not received a response” or “no one messaged me back” because they’ve missed our actual response to their query and only seen the CSAT survey.
We’ve played around with the timings of CSAT surveys, but I feel there’s a more intuitive way of reminding customers.
Suggestion:
It would be great if a recap could be sent along with the CSAT survey to remind the customer of how the conversation went, even if it was the last reply from our agents. E.g. “Here’s a recap of your conversation!” or “Here’s the last response from [Company name]:” and then offer the CSAT survey.