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CSAT

The CSAT(Customer satisfaction score) generally represents how happy customers are with your product or service or specific experience. CSAT is one of the critical customer satisfaction metrics in UniLink that any customer-facing business should monitor. When an agent resolves the conversation, UniLink sends a survey to your customers for rating and feedback.

It's calculated by asking a question, such as "Rate your conversation" There's a corresponding survey emoji scale. After submitting the rating, the customer can give more feedback which is optional.

CSAT in website inbox​

csat-web-widget

CSAT in non-website inbox​

csat-non-web-channels

Enable CSAT​

To enable/disable CSAT, navigate to the inbox settings (CSAT is disabled default)

enable-disable-csat

How to analyze CSAT​

You can view a report of your conversation ratings to monitor your support team’s performance, as well