Up-spec your C-Sat with Mr. Smiley and Mr. Sad!
We've recently made some modifications to our C-Sat automation.
This is how the new email looks...
Want to know how?
- If you haven't already - activate 'Customer satisfaction surveys' (info here)
- Download the smileys below and upload these as assets to your helpcenter (or host them elsewhere)
- Navigate to Settings > Automations - and locate the 'Request customer satisfaction rating' automation
- Select to Edit this
- Change the notification to requester with the info below - don't forget to substitute your image location.
<span style="padding: 0px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">
Our {{ticket.group.name}} team recently completed your request - <strong>{{ticket.title}}</strong>
<h3 style="font-size:16px;">How did our performance make you feel?</h3>
<h5>Please click an image below to rate our service</h5>
<a href="{{satisfaction.positive_rating_url}}" alt="Happy"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/happy-face.png"></a><a href="{{satisfaction.negative_rating_url}}" alt="Sad"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/sad-face.png"></a>
---------------
<h4 style="font-size:14px; font-weight:bold;">Not sure what this relates to?</h4>
Here's a reminder of what your request was about:
</span>
{{ticket.comments_formatted}}
And that's about it! We've had good response to this.
Obviously you can modify the message and add extra rules to suit your requirements.