Incoming Calls - Customer Feedback

  • 5 November 2021
  • 3 replies

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..,




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

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3 replies

Userlevel 2
Badge +7

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 - and feel reach out to if you need further help :)

Userlevel 1
Badge +2

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

Userlevel 3
Badge +7

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!