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?
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Targeted personalised surveying: Build targeted personalised surveys with deep driver questions and deploy them across channels.
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Contextual feedback: Why capturing CSAT on the source channel (WhatsApp/Instagram) dramatically increases response rates compared to email redirection.
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Advanced logic: A deep dive into the new Survey Builder—using conditional branching to ask the right follow-up questions.
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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?
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Understand the real drivers behind customer satisfaction—not just the score
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Increase response rates with native, in-context feedback collection
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Scale feedback programs without introducing survey fatigue
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Confidently transition from Legacy CSAT with minimal risk
Who is it for?
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You are evaluating Freshdesk or Freshdesk Omni
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Existing Freshdesk and Freshdesk Omni customers on Professional or Enterprise plans
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Customers currently using Legacy CSAT or participating in the Private Beta
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