Help Desk is a platform developed by Feishu for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through Help Desk.
This article illustrates how to use the Satisfaction Survey.
When Satisfaction Survey function is turned on, the bot will automatically send a satisfaction survey at the interactive interface after the user interacts with Help Desk and ends the service. This function can collect feedback on satisfaction and user experience to Help Desk Admin so that administrators can analyze it.
II. Use Satisfaction Survey
1. Set Satisfaction Survey
When the Help Desk is on, the Satisfaction Survey function is enabled by default. In this mode, at the end of each service, the bot will automatically send a satisfaction survey at the chat box.
Administrators can choose to disable this function. If disabled, satisfaction surveys will not be sent at the end of services.
2. Set Reason for Dissatisfaction
Click Settings - Satisfaction Survey - Reason for Dissatisfaction and enable it on the right side.
After enabling it, when a user has rated Dissatisfied, he or she is required to further fill in the dissatisfaction reason. When this function is disabled, the user is not required to fill in the reason after rating Dissatisfied.
Note: When Satisfaction Survey function is disabled, Reason for Dissatisfaction function is disabled by default and cannot be enabled. You need to enable Satisfaction Survey before you enable Reason for Dissatisfaction.
3. Edit Reason for Dissatisfaction
Click + Add Option button below to add reasons. Select any reason and press Enter to automatically add another line to add another reason.
The system supports up to 8 reasons. When you've added 8 reasons, the + Add Option button will be automatically disabled. When you press Enter, you will be prompted to add only 8 reasons.
Click the reason you want to edit and edit it.
Note: Reason cannot be empty
When you mouse over a reason, a "scatter" will appear on the left. Select and drag the scatter to adjust the order of reasons.
Click the Remove button on the right to delete the corresponding reason. When there are only 2 reasons left, the Remove button will disappear since you need to provide at least 2 reasons.
Set multilingual options
Administrators can switch to the language they need. Adding, deleting, and changing the order of options in one language will lead to adjustments in the other languages accordingly.
4. User experience
Satisfied and dissatisfied interfaces are as follows.
When a user rate Dissatisfied, the card will present reasons for dissatisfaction via choices A / B / C / D / E / F / G for users to choose one.
After the user selects one reason, the card will change to Thank you for the valuable feedback.
5. Data feedback
In the Help Desk Admin, enter the Ticket Center to see the satisfaction data reflecting users' feedback directly.
Click Filter to select dissatisfied tickets. Click a service ticket to view the reason for dissatisfaction.
👏Congratulations! Now you know how to set Satisfaction Survey, why not to give it a try!
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