Streamline your feedback processes with the help of customer satisfaction surveys and build long-term customer relationships that propel business growth. Pay close attention to your CSAT metrics and turn your customers into loyal brand advocates.
The customer satisfaction survey is the built-in functionality of DeskXpand that can measure the efficiency of every support ticket or interaction between your customers and brands. You can create custom surveys and curate multiple questions related to your services and the customer experience. You can also customize the questions and attach point scale rating options (1-10).
DeskXpand enables you to generate the survey at the end of customer support interaction. You can also generate it after each response with your agents. You can ask questions related to your product, services, customer experience, interaction with the agent, or the overall service. These answers will help you gain better insights into customer satisfaction.
DeskXpand allows you to attach the customer satisfaction survey forms with your customer’s emails, messages, notifications, and other modes of communication just with a click. You can also automate the survey process by adding it to your SLA rules. For example, once a ticket status is closed/completed and the customer query is resolved, the form would automatically reach the customer, thanking them for their time and asking for their feedback regarding their experience. Besides this, your agents can also choose from multiple forms and send whichever they find necessary.
Measure your CSAT surveys based on various parameters depending on what area you want your service to be analyzed better. DeskXpand provides you with a customizable dashboard that lets you customize your reports based on parameters like charts, labels, and filters. You can also create multiple dashboards with relevant information for various departments and share them accordingly. Besides, a consolidated dashboard gives your support executives full visibility on how they’re performing and what actions they need to take at the time of customer dissatisfaction.
You can use the customer satisfaction report to analyze your agents’ relative performance. You can generate reports based on surveys, ratings, responses, and so on. You can add multiple filtering parameters based on time, agent, group, etc. This can, in turn, help you assess your support services and provide better guidelines to train your executives in the future based on past results. You can get detailed reporting about:
Ask simple questions to your customers and drive significant improvements, and understand the performance of your customer support organization. Choose the right helpdesk partners for your business and deliver a unified experience across all support channels. We are ISO27001 certified helpdesk development experts with 15+ years of industry experience. Interested in seeing what DeskXpand can do for you? Sign up for a free trial and see for yourself why DeskXpand is the industry's top choice.
John is a customer support manager at an electronics giant. His company markets a broad range of hands-free solutions for mobile phones, contact centers, offices, and unified communications. Their award-winning product range includes the world’s best-selling Bluetooth, corded and wireless headsets.
Jonathan is an enthusiastic entrepreneur who deals with the healthcare industry. He was thinking of coming up with a new startup to help a particular territory for medical supplies and information with a B2B and B2C model.
Michelle runs an online service marketplace. She’s been running it for a year now. Her business includes providing home services in multiple categories like home cleaning, artworks, furniture supplies, etc. She came to DeskXpand, to find out more about the self-service portal.
Adam has an online eCommerce store of apparel. He had just started his journey in this space. Acknowledging the giant number of digital footfalls on his store, along with an increasing number of customer queries, he wanted a solution that helps him serve an incomparable customer service.
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
I needed a lot of support when integrating the DX portal. We loved how the team solved it just like their own product and supported us a lot!