CSAT is the most straightforward way to know if you did a good job solving the customer’s problem.
CSAT score is calculated by asking a simple question such as “How satisfied were you with the conversation?”, followed by survey scale that can be 1-3, 1-5, or 1-10.
CSAT = [Number of Satisfied ratings - Number of Not satisfied ratings ] %
Hiver lets you do one better by adding a personal touch to your CSAT survey - tweak the question based on the context of the conversation with the customer.
Looking to get to the bottom of an issue? Add a follow-up question to understand what went wrong with a customer.
You can now save time doing all of this. With a single click, automate inserting a CSAT survey at the end of emails you’re sending out.
We have a lot of emails coming in daily that would otherwise hit each team member’s personal inbox. With Hiver, we’ve sped up our email responses and our inboxes are clutter-free.