Running the desk
Ask customers how it went
Send a CSAT, NPS or CES survey when a conversation ends in Ringura, and ask callers on the phone before they hang up.
Steps
Open the survey settings
On Desk settings, open Surveys and tick the box that turns them on.
Choose the kind
CSAT asks for 1 to 5, NPS for 0 to 10 and CES (customer effort, 1-7) how easy it was, where 7 is the easiest. Write the question, and set the low score that opens a follow-up ticket.
Set up the phone survey
Make a prompt that asks the question and says which keys to press, on the typed prompts page or as a recording. Choose it under Prompt for the post-call survey, and keep the phone channel ticked.
End a call into the survey
At the end of a call, the agent opens the transfer sheet and chooses End call into the survey. The agent's side ends, the customer hears the prompt and presses a key, and the answer is recorded.
Read the results
Scores appear on reports as CSAT, NPS and CES. A low score opens a follow-up ticket, whichever way it was answered.
Good to know
- A call can have one survey. A customer who presses no key leaves it unanswered.
- Without a prompt there is no phone survey, and the button tells the agent so.
- A bulk close sends no survey.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.