Are your visitors satisfied with the exchanges with your agents?
Give them the opportunity to complete a satisfaction survey and monitor the overall or per agent results from your iAdvize administration.
1. Activate the satisfaction survey
This article describes how to activate the satisfaction survey for your website: Measure customer experience at the end of your conversations
2. Analyze your customer experience
Find your Customer Experience report in the Reporting section. This one centralizes the answers given to the form: Net Promoter, Customer Satisfaction and comments. It will give you access to 4 data for which you will find the definition in the article Definition of Indicators.
3. Filter your conversations
The Conversations report displays by default the notes sent by your customers.
You can filter and sort your conversations by note (CSAT and NPS). For example, it is possible to filter conversations with a CSAT score below 4 to understand sources of dissatisfaction.