AntCRM - CSAT: Survey of customer satisfaction

NPS stands for Net Promoter Score. It is a standard and a measure of customer satisfaction. NPS is a standard that companies measure to evaluate and improve customer loyalty. If you always believe that the concept of "loyal customers" is only relative, then finding and managing the NPS index will be a powerful tool to help businesses increase competitiveness and keep customers coming back to the business.

I. Feature

Call evaluation (Call Rating)

Live Chat evaluation

Facebook/Zalo Chat evaluation

Evaluation by Email / ZNS

II. Instruction

1. Call evaluation (Call Rating)

    a. Settings: Contact Antbuddy customer service to set up the Call Rating feature

Information customers need to provide:

• File IVR introduces and guides customers for evaluation

• IVR file after the customer presses the evaluation key: can use the same file for multiple keys or each key will play a separate ivr file.

For example: 

**IVR HD: For the purpose of improving the service quality of customer service specialists, we ask customers to rate the service quality of ABC company on a scale of 1 to 5, with 5 being satisfied and unsatisfactory customers. is an ABC that needs further improvement. Sincerely, thank you.

Rating scale: 5 levels including: score 5 (Good - Excellent), score 4 (Fair - Good), score 3 (Average - Fair), score 2 (Poor - Bad) and score 1 (Very Bad). 

**IVR Thanks corresponds to the key press:

• 5-Thank you for participating in the good review for ABC 

• 3-4 -Thank you for your feedback, ABC will try to improve the quality of service better and better. Sincerely, thank you. 

• 1-2 - Thank you for your feedback, ABC would like to take note of your comments to continue to improve our service better in the future..

    b. Use feature:

Step 1:On the Callbar screen, make outbound calls or receive inbound calls

Step 2: After the consultant has finished discussing and supporting the customer.

Consultant Press the button , the call from the consultant's side will end, and the customer's side will hear IVR's assessment instructions

The customer presses the key according to the instructions, corresponding to the keys that the customer presses, the IVR will hear the corresponding thanks.

Step 3: View report

Enter Report -> Call history to view each call's rating

2. Evaluate Live Chat (Web Chat rating)

    a. Setting: Antbuddy has enabled the Live Chat Rating feature

    b. Use feature

Step 1: Customers chat into the system

Step 2: The consulting support staff completes the chat session

The employee clicks the Mark Done button right on the toolbar of the chat session

On the employee interface, the chat will be moved to the DONE List

On the Customer interface, you will receive the Conversation Evaluation content

Step 3: The customer make the evaluation 

Step 4: Enter Report -> Omni to view the evaluation of each session 

3. Facebook evaluation (Facebook chat rating)

    a. Settings:

Step 1: Enter Settings -> Omni chat -> Facebook Integrations

Step 2: Choose Fanpage that you want to set up the feature -> Choose Settings

Step 3: Choose Interactions -> turn on Review template feature

Step 4: Enter the information for evaluation form 

Step 5: Press Save to complete configuration

    b. Use feature:

Step 1: The customer chat in the system, the support employee completes the conversation 

Step 2:  The employee click icon to send evaluation

Step 3: At the Sending evaluation popup, choose Send 

At this step:

The screen of employee will display

The screen of customer will display 

Customers conduct reviews by clicking the Review button and choosing the corresponding star

Customer's interface after submitting the submission

On the CRM side, at the chat session, the rating status that the customer has selected will be updated as shown

Step 4:  The employee choose Mark Done to close the conversation

Note: Customers who rate before or after the employee has completed marking will have their review data saved for the chat session

Step 5: Enter Reports -> Omni to view the evaluation of each session

4. Zalo evaluation(Zalo Chat rating)

    a. Settings:

Step 1: Enter Settings -> Omni chat -> Zalo Integrations

Step 2: Choose ZALO OA page that you want to set up the feature -> Choose Settings

Step 3: Choose Interactions -> turn on Review template feature

Step 4: Enter the information for evaluation form

Step 5:  Press Save to complete settings

    b. Use feature:

Step 1: The customer chat in the system

Step 2: The employee click icon to send evaluation

Step 3: At the Sending evaluation popup, choose Send

At this step:

The screen of employee will display:

The screen of customer will display

Step 4: The employee choose Mark Done to close the conversation

Note: Customers who rate before or after the employee has completed marking will have their review data saved for the chat session
Step 5: Enter Reports -> Omni to view the evaluation of each session

5. Evaluation by Email (Ticket Rating)

 a. Settings:

Step 1: Create email template at Template → Email template → Add template

Create an email template in order to send evaluation link, in the email template contains - {{LINK_RATING_TICKET}} : Link rating ticket

Step 2: Enter settings -> Ticket -> Ticket template

Step 3: Set up a review email template:

• Choose channel

• Choose email template to send out to the customer

• Choose email to send out

• Press Save to complete setting

You can choose many channels to set up a review form.

Correspondingly, each channel (ticket channel) will be able to choose a different Email and email template to send out

    b. Instruction:

Step 1: Open the ticket detail page which you need to submit a review

Step 2: When the ticket status is changed to Closed/Closed or the status is closed, the system will automatically send an email containing a review link to the email address of the relevant customer.

Email sent to customer will appear on the ticket details page and on the Customer Email tab

The customer-side interface will receive an email with content such as the set up template and the survey link:

Customers click on the attached link in the email and will open the Rating page as shown:

Thank you notification after a customer submits a review

Step 4: Enter Reports -> Ticket -> Users -> Click on the number of tickets assigned to see the rating of each ticket

6. Evaluate by ZNS 

 a. Settings:

Step 1: Create email template at Template → ZNS template → Add template

Create a ZNS form used to send reviews. The ZNS form will include the information template name, ID and mapping content between the information field and the field on CRM.

 b. Instruction:

Step 1: Open the ticket detail page that need to send evaluation 

Step 2: Press ZNS and choose ZNS template that has evaluation content

The customer-side interface will receive a notification from ZALO according to the selected form, and the customer will conduct an evaluation.

Evaluation results will be sent to the Tickets report

   III. Overview report

The NPS overview report is located in the Customer Care Summary Table, including:

NPS each channel= Total % (of ratings 4* + 5*) - total % (of ratings 1* + 2*)

NPS total: The total score of all evaluation channels, calculated according to the weighting formula:

Call: 50%

Facebook (coefficient 3) + Zalo (coefficient 2) + Livechat (coefficient 1) + Ticket (coefficient 1): 50%

CSAT report

List of detailed reviews