Client satisfaction
Client satisfaction is one of the main KPIs of the support team, and an indicator of how happy people are with the service or product. With Pyrus, you can get feedback from clients who submit their requests by email, via Telegram or WhatsApp.
For example, suppose a client writes to your WhatsApp group. A specialist sees the request in Pyrus, solves the issue, and closes the ticket. The client can rate the service they received right in the messenger, without filling out any surveys or answering questions by phone. They can even leave a comment on their rating.
Client feedback
When service grading is enabled, the client receives a request to rate the quality of the service they received along with the notification that the issue is resolved. There are several smiley faces in the message, each corresponding to a rating on a scale of 1 (red) to 5 (dark green). Below is an example of the notification a client receives if they submitted their request via email.
The client will leave a rating by clicking on one of the smiley faces. They can also leave a comment and describe their experience in more detail. The rating and comment can be viewed right in the request, but only the form administrator has access.
Accountability
The manager sees the rating, comment, and date it was posted, in the register. In the Dashboard, they can analyze overall client satisfaction, with details, for each support team member.
Use the register filter on the Rating and Date of rating fields to respond quickly to negative feedback and keep your clients loyal.
Enabling ratings
Open the Extensions tab in the lower-left part of the screen.
Select Customer satisfaction in the Pyrus extensions marketplace.
Select the form to connect the extension to.
On the extension Settings page, set the text of the message requesting that the client grade your service.
Here, you can also set conditions for not sending the client the request for a rating upon resolution of their issue. For example, you can set a rule that only clients who send high priority requests will be asked to leave a rating.
Note: to be able to set such rules, make sure the form template has a Multiple choice type field for setting the request’s priority level.
Disabling ratings
To suspend the sending of requests that clients rate your support team’s performance, move the switch on the extension settings page to Off.
Pyrus Tip: if you want to send your client an automatic notification that their ticket is closed, but you don’t want feedback from them, go into the Email extension settings page, and delete the ${satisfaction:rating}, as well as the request to rate your service, from the text. 