Customer Satisfaction (CSAT)

Explanation:

Customer Satisfaction (CSAT) is a metric used to measure how satisfied customers are with a company's products, services, or interactions. CSAT is typically measured using a survey, where customers are asked to rate their experience on a scale (e.g., 1 to 5). This metric helps businesses gauge the effectiveness of their customer service and identify areas for improvement.

Best Practices:

• Ask Specific Questions: Ensure the survey questions are clear and focused on specific aspects of the customer experience, such as product quality, service speed, or agent helpfulness.
• Keep Surveys Short: Τo increase response rates, keep CSAT surveys short and easy to complete, typically with a 1-2 question format.
• Monitor Trends Over Time: Track CSAT scores over time to identify patterns and measure improvements or declines in customer satisfaction.
• Act on Feedback: Use CSAT data to make informed decisions about process changes, agent training, or product improvements to enhance the customer experience.

How Daktela Can Help:

Daktela offers built-in CSAT survey tools that allow businesses to easily collect feedback from customers after interactions. The automated post-interaction surveys can be sent via email, SMS, or in-app, allowing businesses to gather real-time customer satisfaction data. With real-time reporting, businesses can track satisfaction trends, identify areas for improvement, and use feedback to refine customer service strategies. Daktela's integration with CRM systems ensures that customer feedback is automatically linked to the customer profile for more personalized follow-up.