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Webinar
Tue, Feb 17, 3:30 PM - 4:30 PM (UTC)

Mastering the Multi-Channel Feedback Loop: The New CSAT

Hello Freshdesk Users,
 

Measuring customer satisfaction is no longer just about a single rating; it’s about understanding the drivers that fuel retention. Join us as we unveil the General Availability (GA) of the New CSAT. We are moving beyond the one-size-fits-all email surveying approach to a high-precision engine that works across Portal, WhatsApp, Instagram, and Web Chat.

In this session, we’ll demonstrate how to build a targeted personalized survey, use conditional branching to uncover the why behind every score, prevent survey fatigue with enterprise-grade frequency capping, and walk through a seamless, risk-free upgrade path for existing customers on Legacy CSAT.
 

What will be covered?

  • Targeted personalised surveying: Build targeted personalised surveys with deep driver questions and deploy them across channels.

  • Contextual feedback: Why capturing CSAT on the source channel (WhatsApp/Instagram) dramatically increases response rates compared to email redirection.

  • Advanced logic: A deep dive into the new Survey Builder—using conditional branching to ask the right follow-up questions.

  • The Fatigue Shield (enterprise-ready): How to use survey expiry and frequency capping to protect customer experience while maintaining high-volume data collection.

Why it Matters?

  • Understand the real drivers behind customer satisfaction—not just the score

  • Increase response rates with native, in-context feedback collection

  • Scale feedback programs without introducing survey fatigue

  • Confidently transition from Legacy CSAT with minimal risk

Who is it for?

  • You are evaluating Freshdesk or Freshdesk Omni

  • Existing Freshdesk and Freshdesk Omni customers on Professional or Enterprise plans

  • Customers currently using Legacy CSAT or participating in the Private Beta

 

Save your spot now!

Tue, Feb 17, 3:30 PM - 4:30 PM (UTC)
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