Introducing CSAT survey for Facebook and Twitter conversations via Survey Monkey

Related products: Freshdesk Support Desk (formerly Freshdesk)

Customers engage with businesses through social channels like Facebook and Twitter expecting instant resolutions to their queries. These are, therefore, some of the best channels to get instant feedback from customers as well.

The Survey Monkey integration with Freshdesk has been very successful in helping our users understand their customers’ loyalty and help improve their customer service based on the feedback. We have now extended this integration beyond our email module and introduced this to our social channel interactions.

With this latest enhancement, agents can now send CSAT surveys to their social customers (Facebook, Twitter) at the end of their conversation. Here’s how it works:

  1. Once the Survey Monkey integration is enabled, it will automatically be available as an icon. 

  2. Agents can click on the Survey Monkey icon to attach the survey link to their replies.

Click here to know more. This feature will be available across all plans over the next 2 weeks. Try this feature out and let us know your feedback.

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