Customer satisfaction and quality monitoring require manual survey distribution, response collection, ticket scoring, and report compilation. This fragmented workflow consumes per cycle and produces low survey response rates and incomplete quality coverage.
Automation triggers surveys instantly upon ticket closure, consolidates responses automatically, scores interactions against a quality rubric, and generates live dashboards with coaching insights. Teams gain complete visibility into performance and customer sentiment in real time.
The full workflow, from trigger to completion.
Automation detects when a support ticket is marked resolved or closed. Captures ticket ID, customer email, name, and ticket category.
Automation immediately sends a personalized CSAT survey link to the customer via email. collects the response and stores it with the ticket reference.
Automation retrieves the ticket transcript or call recording metadata and uses the automation to score the interaction against the quality rubric, assigning scores for tone, resolution, knowledge, and empathy.
Automation writes the CSAT response and quality score as custom fields on the contact and ticket record, enabling real-time tracking and reporting.
Automation appends the CSAT and quality data to a Google Sheet, which automatically recalculates running averages by, ticket type, and time period.
If CSAT is below 3 or quality score is below 70%, automation posts a real-time alert so the manager can follow up immediately.
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