Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon.
- Upcoming Changes
- New Features
- X (formerly Twitter) NPS/CSAT survey self-service
- Analytics
- NPS/CSAT Surveys
- Raw Author Export
Upcoming Changes
X (formerly Twitter) is deprecating its v1.1 APIs. Therefore, as of June 24, 2024, we will no longer be able to support the following features for use with X and will remove them from our solutions until further notice:
Note: With this release, you are now able to configure X surveys via self-service for NPS/CSAT Customer Feedback.
- Structured Messages
- Custom Profiles
These changes will affect Care customers using these APIs. To learn more about these changes and our recommendations, refer to Twitter / X v.1 API Update and FAQ.
New Features
X (formerly Twitter) NPS/CSAT survey self-service
Note: The following feature might not be available as early as the other features in this release but will be pushed to your system soon.
Note: Contact Khoros Support if you need to request details of your current X (formerly Twitter) survey configuration so that you can set up the same survey in the NPS/CSAT area of admin settings and to disable the older X feedback survey before we automatically disable it on June 24.
Due to X (formerly Twitter) deprecating their v1.1 APIs, which includes feedback surveys, we are now providing self-service in Care for Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) surveys in X similar to what we provide for other networks.
Note: Since Structured Messages have also been deprecated in X’s APIs, these surveys are provided in plain text.
Customer feedback surveys enable brands to survey customers in-channel to assess NPS/CSAT or custom quality of service indicators. This enables users to privately share their feedback with a brand after a customer service interaction. Brands can choose from two industry-standard question formats: Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) with the option to use a custom question for either. When a conversation is closed for any supported channel, the feedback rules you create are evaluated. If any rule matches, the survey you’ve configured for that rule will be sent. For example, you may choose to send an NPS survey after private product-related conversations are closed as Resolved.
As with other networks, the following information for X surveys is available in Care Analytics:
- Surveys sent
- Surveys completed
- Survey scores
Care Admins can configure NPS/CSAT surveys for X by completing the following:
- Go to Settings > Rules and Routing > NPS/CSAT.
- At the top right of the page, select New NPS/CSAT.
- Enter a Name for the survey.
- In the Closed Disposition(s) field, select an option or options. When an agent closes a conversation with one of these dispositions, the survey is triggered.
- Select the X (formerly Twitter) icon as the network.
- Select whether you want to create a NPS or a CSAT survey.
- Select the question that you want to ask authors (or provide a custom one).
Note: Though there are multiple questions in the list, you can select only one per survey you create. - In the Brand name field, enter the name of your brand that will be displayed in the question.
- Indicate how often you want the same author to be queried.
- Select Save.
- Reorder or turn on/off the survey as desired on the NPS/CSAT page.
Refer to NPS/CSAT Customer Feedback to learn more.
Analytics
NPS/CSAT Surveys
We have added the If an Agent responds, do not attribute the survey to the Bot option to the NPS/CSAT survey settings so that admins can prevent bots from being designated as the primary responder when an agent responds.
Note: After the setting is enabled, the change impacts all future surveys but does not affect previously completed surveys.
Here are a few examples to illustrate the logic for assigning the primary responder with the setting enabled:
Example 1
- Bot sends 5 responses and closes the conversation
The bot is assigned as the primary responder since no Agent responded.
Example 2
- Bot sends 5 responses
- Agent A sends 2 responses and closes the conversation
Agent A is assigned as the primary responder since the Bot responses are not counted when an agent responds.
Example 3
- Bot sends 10 responses
- Agent A sends 5 responses
- Agent B sends 2 responses and closes the conversation
Agent A is assigned as the primary responder since the Bot responses are not counted when an agent responds. Agent A provided the majority (71%) of the remaining responses in the conversation.
Refer to How Care associates CSAT/NPS survey scores to agents for more information.
Raw Author Export
The WhatsApp author phone number is now included in the Raw Author Export.
Read more about the Raw Author Export.
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