If you’re not surprised by these 3 facts, nothing will faze you:
Those facts, as reported in this CMO article, give you an idea of how powerful customer satisfaction (CSAT) is. In other words, CSAT data can help you grow exponentially, if you understand it and use it the right way.
Everything needed to track CSAT is in Zendesk, and with a little tweaking, you can be improving your scores in no time. Here’s how to use Zendesk to track and improve CSAT:
Follow this guide to enable and customize Zendesk’s built in CSAT feature. You won’t be able to change the actual survey much, but that’s okay. Zendesk’s default survey has been well optimized and follows best practices. Their survey has an average open rate of 21%, which is great!
Once you’ve enabled the feature, or if you already have it enabled, proceed on to the next step.
One thing to always keep in mind is that CSAT is not about what you want to know. It’s about what your customer wants to share with you. In other words, CSAT is a feedback channel for your customers.
The feedback you receive from them is important, and you should set aside time to review their comments regularly.
At BrightGauge, we’ve got a channel in our team’s Slack messaging app, which we use to share customer feedback we’ve received. Sharing feedback has helped us see which features our customers get excited about, praise team members for great customer service, and understand what we could be doing better. It also provides a big increase in transparency. Here’s what it looks like:
Your company can experience the same benefits by sharing customer feedback. If you are not sharing feedback yet, we highly recommend it.
We’re not talking about response times, although those are important too!
We are referring to how soon you identify and respond to trends and changes in CSAT scores. Are your scores down after a change in procedures? Do you notice that a customer’s CSAT drops off after 6 months? These are the types of changes you should be able to identify.
You need to be able to check your CSAT in real-time. You also need to be reviewing your data on at least a weekly basis, but preferably more often. Look for changes, trends, and exceptions when you're checking your data. Making decisions with these things in mind will result in an increase in service team efficiency and company success.
We mentioned how important it is to track your data in real-time, and there’s no better way to do that than with dashboards. Monitoring your data on dashboards allows you and your team to react faster to changes in your data.
You can even look at historical data to identify and observe trends. With this, you can make proactive decisions and predict changes to workload like the number of tickets a new client will add.
Displaying your information on dashboards around the office will improve your team’s performance. They’ll be able to look up and see where they stand in relation to company goals, increasing productivity, and how their individual contributions truly impact the business.
One of the biggest benefits of using our integration is the ability to combine data from different data sources onto one dashboard. This gives you a full view of your business and enables you to make better decisions. It also helps you track how changes in support metrics impact other aspects of the business, such as churn.
Check out our recent Zendesk integration announcement to learn more about how it can help you improve your service team.
One idea we’ve used to drastically improve customer satisfaction is to send video clips for responses in support. Kristian, our Customer Support Specialist, began including them in our support responses not too long ago. His reasoning was that he’s a visual learner and he believes most others are as well.
Since implementing, we’ve consistently gotten feedback like this:
And this:
Video support was incredibly easy to implement and the results have been nothing short of fantastic. Read more about how Kristian revolutionized our approach here.
Ready to learn more about about customer satisfaction? It all starts with making sure that you’re doing business with your ideal customers. Check out our free webinar featuring Richard Tubb, former MSP Owner turned Consultant: