Typeform CSAT on Ticket Close

Many organizations struggle with gathering timely customer feedback and analyzing support performance efficiently. The CSAT App for Freshworks addresses this challenge by automating the feedback process and ensuring that support teams can focus on delivering excellent service without manual follow-ups.

Key Features of this app include:

• 100% Automated Dispatches: Surveys are sent automatically as soon as a ticket is resolved or closed, ensuring high response rates without any additional effort from support agents.
• Smart Performance Tracking: Essential metadata such as Agent ID and Group ID is passed to Typeform, enabling managers to analyze CSAT scores by team, agent, or product for targeted improvements.
• Dual-Platform Support: This app works seamlessly with both Freshdesk and Freshservice through the sophisticated Freshworks Platform 3.0 architecture, providing flexibility in usage.
• Granular Control: Users can select specific triggers for surveys (Resolved, Closed, or both) and utilize a no-survey tag to suppress surveys for sensitive or escalated tickets, ensuring a tailored feedback approach.

Advantages of using this app are:

• Streamlined Feedback Collection: Automating the feedback process eliminates the need for manual follow-ups and helps maintain continuous engagement with customers.
• Informed Decision-Making: The detailed insights gathered through this app empower management to measure support quality and make informed adjustments to improve agent performance.
• Enhanced Customer Satisfaction: By obtaining timely and contextual feedback, businesses can address customer concerns more effectively and enhance overall satisfaction levels.

In conclusion, if you want to elevate your support team's performance and simplify the feedback process, the CSAT App for Freshworks is an essential tool for your organization. Install it today and transform the way you understand and act on customer feedback.