Customer Feedback
Customer feedback is the best way to find out customer opinions about your product or service in the form of survey questions. Customer feedback provides valuable insights for product improvement and leads to a better understanding of customers' needs and expectations.
If you want to access customer feedback menu, go to Quality Assurance and click the Customer Feedback menu, then you will see a customer feedback page such as the image below.
Send Feedback
The customer feedback page displays a list of tickets that have been closed by the Agent and allows Quality Assurance (QA) to send ask feedback to the customer by clicking the 'Ask Feedback' button, and then the customer can provide feedback about Agent services by rating them.
For example, you can filter tickets using 'select starting and ending date of your ticket'. Select ticket and click '?Ask Feedback' button, then you can type the messages that will be sent to customers when sending feedback and click the 'Ask Feedback Now' button.
If the feedback is sent successfully, you will see a notification of success and on the customer’s email page, the customer will be given a link to rate, as shown below.
If the customers click the link button in the message, customer will see feedback rating, such as the image below.
If a customer gives a feedback rating, feedback will be displayed on reports that you can view based on a specific date range in the Live Agent menu > Live Agent Rating like the image below.
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