How to make your clients angry in seconds?
Why does Context matter?
In an effort to refine customer satisfaction tracking, Zendesk has rolled out a new Customer Satisfaction (CSAT) feature. This upgrade moves beyond the traditional thumbs-up or thumbs-down rating system and introduces more nuanced feedback options. Businesses can now offer their customers a 2, 3, or even 5-point scale to gauge satisfaction.
Not only that, customers now have the opportunity to leave detailed text feedback along with their ratings. If a customer is unsatisfied, the Zendesk system might automatically reopen the ticket, allowing agents to address the issue promptly. On the surface, this all seems to be a step in the right direction.
However, there is a flaw in the new system. As it stands, agents are unable to see the rating or feedback made by the customer within the ticket. Agents only have visibility on whether the customer is satisfied or not. This oversight can lead to significant communication issues,
Consider the following scenario:
Marie, a customer, is extremely dissatisfied with the behavior of the agent George. She found George to be rude, and she explicitly mentioned in her feedback that she doesn’t want to talk him anymore. Despite this important feedback, her comment got lost. The customer completes the CSAT survey, the ticket reopens, and George is tasked with calling the customer to address her complaint.
The result? Bang! Customer lost. Forever
The context of a customer's feedback is essential. Missing out on this vital information can lead to miscommunication and frustration, ultimately resulting in the permanent loss of customers.
Ensuring that agents have access to the complete context of a customer's complaint is essential. It allows them to handle the situation with the necessary sensitivity and care, protecting valuable customer relationships and enhancing the overall customer experience.
Key Takeaways
Detailed feedback options: The new CSAT feature offers more nuanced feedback options beyond just thumbs-up or thumbs-down.
Text feedback: Customers can leave detailed text feedback along with their ratings.
Context visibility: Agents need visibility into the complete context of the customer's feedback to avoid miscommunication.
Customer Satisfaction: Understanding and addressing customer feedback effectively enhances the overall customer experience and protects customer relationships.
And that is exactly what the CSAT Viewer is about. As an agent you should have access to the complete information. Convert your dissatisfied clients in satisfied clients. Don’t lose them. Forever.
