We are excited to launch NPS/CSAT Customer Feedback for Khoros Care. This feature allows brands to survey customers to quickly assess quality of service at the conclusion of a conversation. These prompts for feedback are sent directly in-channel, which means that the customer is not taken to an external website for feedback. Easier participation typically equates to higher response rates. In our Early Access program, we saw response rates trend as high as 80% for some brands! This is a great opportunity to supplement your current feedback strategies.
Customer feedback can be used with Facebook Messenger, Khoros Brand Messenger, Apple Business Chat, or SMS. The powerful customization options allows admins to create feedback rules that will trigger the survey based on your criteria as well as create custom questions. In Analytics, customer feedback is captured and made available on your shared dashboards and monitor walls.
Review our documentation and start taking advantage of this feature today!
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