Idea: Turn raw feedback into actionable insights for better customer experience.
We’re excited to share an idea to make CSAT feedback more meaningful and actionable. Here’s what we’re planning:
Capture Free-Text Responses
CSAT survey comments are now flowing into the Data API.
Link Interactions for Context
Integrate parent interaction IDs for file ticket link clicks and MW form agent handoffs. This will require significant engineering effort but will provide richer context.
Mandate Comments for Low Scores
Rebuild the CSAT process in Agent Studio to require comments for lower ratings—acknowledging trade-offs in analytics.
Better Feedback Association
Use user IDs and timestamps to link interactions with specific topics/domains tied to poor scores.
Our goal: Deliver these enhancements on time and make CSAT insights more actionable.
