Every interaction your business has with a customer leaves an impression. To gain a true understanding of your call center’s performance, it’s crucial to go beyond standard call center KPIs. Average wait time, average speed to answer and others metrics can only tell you half of the story.
The other half lies in what your customer has to say.
CSAT surveys are a powerful way to gauge how happy your customers are with your support efforts. With the the data collected from these surveys, your call center can pinpoint factors causing friction for your customers and identify areas of high performance.
Unlike traditional CSAT surveys delivered via email or at the end of a phone call, Talkdesk SMS CSAT measures your customers’ satisfaction using the channel they are most accustomed with. This means a higher response rate and more meaningful data.
1. Create Your CSAT Question
Customize the question your customers will receive after a phone call according to your business needs.
2. Gather Data
After a call ends, Talkdesk will automatically send your CSAT question via SMS to the caller.
3. Analyze and React
Use Talkdesk’s advanced customer analytics platform to assess results. Refine call center strategy accordingly for higher customer satisfaction.
SMS CSAT is currently in closed beta. General availability is expected for later this year.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.