I'm positive this has been brought up many times, but the inability to rate a phone interaction on the phone itself is a major setback in the talk suite and is definitely causing the need to explore other solutions. Hopefully this is on the roadmap!
Parked
Enabling Talk CSAT ratings over the phone
- Employee
Hi, you can send a proactive outbound via SMS or email for CSAT after call ends.
An option is to use Zendesk Talk native solution and then use a third-party product only for collecting the post call survey. When the call is coming to an end, the agent could simply forward the call to an external number. Here is an example of how to do it.
- Employee
Hi
Many existing customers and new prospects request CSAT ratings over the phone from my end. Hopefully this is on the roadmap!
Is there any ready-to-use 3rd party App for this use case?
Also waiting to see if there are any updates to this glaring failure with the system.
RingCentral has been able to do this for years. Other phone systems as well.
I agree with this point. Having the ability to rate or give feedback directly after a phone interaction would really improve the user experience. It feels like a small feature, but it could make a big difference in understanding call quality and customer satisfaction. Hopefully it gets prioritized soon.
If you want it more supportive, more technical, or more casual, tell me and I’ll tweak it 👍
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