C-SAT

Customer Satisfaction (C-SAT) surveys are a powerful way to gather feedback from your customers and improve your service. Hilos allows you to automate the sending of C-SAT surveys at the end of a conversation. This guide will explain how to set up C-SAT surveys, configure the necessary settings, and interpret the results.

Setting Up C-SAT Surveys

Step-by-Step Guide

1. Navigate to Inbox Settings

   • Go to Inbox Settings in your Hilos account.
2. Activate C-SAT Surveys

   • Turn on the switch titled Automatically send customer satisfaction question after conversation?

Configuring C-SAT Survey Settings

1. Select the WhatsApp Channel

   • If you have more than one WhatsApp channel, choose the channel you wish to use for sending the survey.
2. Customize the Message Body

   • Enter the message body for the survey. This is the message that will be sent to customers asking for their feedback. For example:

   Help us improve! How would you describe the attention you’ve received today?

3. Set the Options List

   • Enter a custom text to open the options list. For example:

   See options 👇

4. Add Answer Options

   • Add up to 10 different options for customers to choose from. Each option will automatically be assigned a percentage based on the number of options, reflected with a score of 0.1 to 1 in the final report.
5. Configure Answer Validation Message

   • Enter a message that will be sent if the user doesn’t select any of the provided options. For example:

   Unfortunately, we didn’t recognize that answer, please answer with one of the provided options.

6. Set Maximum Number of Answer Attempts (Optional)

   • If desired, set a maximum number of answer attempts before automatically closing the C-SAT survey.
7. Close Conversation After Specified Hours

   • Set the number of hours after which the C-SAT survey flow will automatically close if there is no response. For example: 24

Conversation Status: The conversation closing logic in the inbox will change. Instead of “Move to Closed,” your team will see “Move to Resolved.” The resolved status is the C-SAT survey, which can be manually canceled by pressing the X. Once the C-SAT survey is finished, the status will be set to Closed.

Example Configuration

Finalizing the Setup

1. Save the Settings

   • Once you have configured all the settings, click on the “Save” button to apply the changes.

Interpreting C-SAT Results

Viewing C-SAT Scores

• Reports Module: After setting up C-SAT surveys, you can view the conversation’s C-SAT score in the Reports module inside Hilos.

Pros and Cons of Using C-SAT

Pros

• Easy to Set Up: Configuring C-SAT surveys is straightforward and can be done quickly.
• Customizable Message: You can customize the message sent to customers, making it more relevant to your service.

Cons

• Global Setting: Currently, C-SAT surveys can only be set globally for all WhatsApp accounts (though only sent by the individual number of your choosing). They cannot be set per individual account.

Conclusion

Setting up C-SAT surveys in Hilos is a simple process that can provide valuable feedback from your customers. By configuring the necessary settings, you can ensure a seamless and efficient customer satisfaction survey process. Start setting up your C-SAT surveys today and take your customer service to the next level!