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Incoming Calls - Customer Feedback

  • 5 November 2021
  • 3 replies
  • 66 views

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,

Regards

Mikal…,

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Best answer by harshaa.sridhar 11 November 2021, 07:36

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Hi Mikal,

Thanks for your question

We have the CSAT option which would help the callers in rating the conversation with the agent

Please check out this link - https://support.freshcaller.com/support/solutions/articles/50000001622-receiving-csat-feedback-through-ivr and feel reach out to support@freshcaller.com if you need further help :)

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Is it possible to ask the caller for some verbatim feedback on why they gave the score they did?

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Hey! I would also like to see massive improvements to the CSAT that can be offered. 1 question feels limiting and verbatim feedback is an absolute must to celebrate agents and great experience they give as well as learning how we can improve!

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