Overview
Trigger surveys by channel and capture scores back on the ticket.
Problem
Feedback is sporadic and not linked to agent coaching or process changes.
Solution
Agent Desk sends email/SMS surveys post-resolution and pushes results to InsightLake; QA and coaching use the same records.
How it works
Configure timing and thresholds; auto-reopen with a task when low CSAT arrives. Dashboards show trends by topic and queue.
Who is this for
Support Manager
Ops / QA
Expected outcomes
- Faster recovery on low-CSAT tickets
- Clear linkage between service quality and coaching
Key metrics
CSAT response rate
Baseline
9 %
Target
18 %
Low-CSAT recovery time
Baseline
48 hours
Target
12 hours
Gallery
Downloads & templates
Case studies
GamingCo turns detractors around
Closed-loop workflows improved CSAT by 0.5 in a quarter.
Gaming SMB EMEA
Security impact
- Survey responses & ticket references · PII: yes (contact identifiers)
Compliance
- GDPR (consent & purpose)
Availability & next steps
Team
Pro
Enterprise