“Without knowledge, action is useless, and knowledge without action is futile.”
Abu Bakr can’t be accused of inaction. He became the first Muslim Caliph in 632 CE, ruling over the Rashidun Caliphate until 634 CE.
A few weeks ago we got some knowledge. Specifically, we learned what CES, NPS, and CSAT stand for and when to use which.
Now it’s time to implement what we know!
Here’s the software that can help you run CES, NPS, and CSAT surveys.
First we’ll tackle some help desk software with built-in surveying functionality, then some other vendors who specialize in customer support surveys.
I, for one, am tired of software that tries to be all things to all people. “If you’re built for everyone, you’re built for no one,” is what I like to say.
TeamSupport was built to solve a specific problem for a specific customer: It’s customer support software designed for B2B companies.
In 2008, when CEO and Co-Founder Robert C. Johnson created TeamSupport, “There were plenty of options for companies who support consumers, but the market had ignored companies who sell to and have to support business customers.” Learn more about the company and Johnson in my interview with him.
With over 120 user reviews an average 4.5/5 stars, I’d say TeamSupport is accomplishing its mission.
Here’s how TeamSupport helps its customers run CES, NPS, and CSAT surveys.
- Agent ratings
TeamSupport offers agent ratings, a type of transactional customer satisfaction survey that you can use to determine satisfaction of their customers after each support interaction. This helps ensure each ticket is addressed to the customer’s liking, and is also trackable through reporting.
2. Customizable reports
Our custom reporting module includes many stock reports, but also the ability to build any report needed, so customers can easily view agent ratings by rep, company, or any other metric of interest. Likewise, they can report on volume of tickets, ticket resolution…the sky is the limit!
3. Customer Distress Index
TeamSupport has a unique feature called the Customer Distress Index (CDI), which tracks a variety of metrics including open and closed tickets, and average resolution time. This provides a weighted scale to predict potential customer dissatisfaction and tracks history to show if the index is trending up or down. This rating is customizable by the user (our customers) to fit their particular business.
Native Integration with Nicereply and Customer Thermometer allows users to generate feedback on every email or ticket. Similar to our own Agent Ratings, but for users who already have Nicereply or Customer Thermometer.
Desk.com collects and organizes all of your customer conversations (from Facebook, Twitter, Gmail, chat, etc.) into a prioritized actionable list and gives your business simple tools to effectively respond to your customers.
Capterra reviewers gave it 4.5/5 stars, though there aren’t many reviews. You can learn more about the company through its guest posts for this blog, such as 6 Steps to Build an Amazing Self-Service Support Site.
Here’s how Desk.com helps you track your performance in the eyes of your customers:
Customer Satisfaction (CSat) is the customer service rating feature from Desk.com. CSat allows customers to rate their support experience. You can set a question for customers to answer, such as “How satisfied were you with the resolution we provided today?” Customers then select their rating, which displays in the case view and is available for reporting in the Agent Report.
Out of the box, with our Pro and Business plans, you can enable a two point, or four point rating scale to start collecting customer feedback on your agent’s responses.
Desk.com Admin options for CSat.
The rating options are attached to your response when it arrives with the customer, so once they have read the reply, they have the option to rate your support, with the click of a button.
Most teams who are service-centric love this feature, as it’s the fastest way to get real feedback, direct from your customers.
We have always been the platform of choice for people who want the flexibility to customize what is sent to their customers. With this in mind, we offer full edit capabilities to the raw email code, which gives you limitless possibilities. For example, our customers love that they can take their Net Promoter Score (NPS) web service and include a link directly to it from within their customer responses. From a plain text link to a full HTML section with images – we give you the power to do this.
Here are some third-party NPS services, which you could link to from your Desk.com replies:
Taking it beyond CSat, more and more people are looking at their Customer Effort Scores (CES). Like linking to your NPS, adding in another option for CES is very easily achieved. The control over what goes into your Desk.com replies means that it takes only a few moments to start sending and measurring this. This is a great way to start predicting customer loyalty, as you can ask direct, multiple choice questions, which CSat and NPS surveys aren’t designed to do. Leaving you with a deeper understanding of your customers true feeling of your overall company, not just how they feel a support agent handled their case.
Whether it’s CSat, NPS, or CES, you have an easy way to quickly get them included in all of your customer-facing emails.
Start to harness the power of customer feedback today, and let it help guide the way you grow with your customers and for your customers.
Customer experience is a major buzzword in customer support, and Help Scout takes it seriously by creating a robust help desk solution that looks and feels like regular email to the customer. No clunky ticket portal or login credentials, just help.
Help Scout offers reporting, an integrated knowledge base, an API, tons of integrations, and a free iPhone app to keep teams of any size on the same page. With a perfect 5/5-star rating on Capterra, Help Scout is a great choice for customer support that screams “personal.”
This is Help Scout’s method for ensuring you know how your customers feel:
Having a good read on the overall quality of your support means you need to collect feedback in a large volume over an extended period of time. Making data easy to collect is the only way to go; the easier you make it to give feedback, the more feedback you’ll get.
Happiness Ratings are what we use in Help Scout. Once enabled, customers can rate their support at the bottom of every reply you send. If you’re not a fan of plain links, there are a couple of templates available, too.
We purposefully calculate these ratings like the NPS. We take the percentage of “Great” ratings and subtract the percentage of “Not Good” ratings to get the Happiness Score.
While a company’s CES is usually measured on scale of 1-7, we’ve noticed a few of our customers changing the language of our Happiness Ratings to capture a high-level overview of effort. Instead of asking if customers were satisfied, you can simply ask if it was easy for them to get the help they need. This can encourage a different kind of response, as seen below:
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
Here’s how Zendesk helps you measure, and act on, customer feedback.
Customer Satisfaction Rating (CSAT)
CSAT in Zendesk is a simple survey sent to customers shortly after an interaction with a company is complete, such as after a customer has contacted customer support. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations. Zendesk offers customers a simple choice: How would you rate the support you’ve received?
When the survey is sent, is completely customizable, as is what happens after the survey is filled out. Positive comments can be shared to be celebrated by the team. Comments reflecting a poor experience can be escalated to managers or account executives.
Reporting is completely customizable. You can measure your customer’s satisfaction trends over time, satisfaction broken out by agent or group, or even by the number of replies it takes to solve the ticket.
With Satisfaction Prediction, you can get a better understanding of how a conversation is going—while you’re still in contact with the customer. Instead of waiting until the interaction is over for feedback, you can make changes in the moment to ensure a positive outcome.
A predictive model is built for your account using past customer support and satisfaction rating data. New tickets and ticket updates are evaluated against this model to determine if a customer is likely to be satisfied at the end of their interaction.
Net Promoter Score℠ (NPS®)
NPS® is an industry standard for measuring customer loyalty and you can send an NPS® survey to target customers natively from your Zendesk.
The true power of NPS® comes out in reporting and automation, allowing you to build workflows around the most recent feedback from a customer. You can also build out lists of your recent promoters, detractors and passives, and target them with campaigns (powered by integrations like MailChimp).
If you’re looking at another solution for measuring customer feedback, Zendesk probably integrates with it out of the box. Explore available third-party integrations here.
Bonus reading list for the over-achievers:
If you’ve already invested in customer service software, but need more robust customer surveying capabilities than your package offers, or if you haven’t yet invested in a ticketing system, but you want to start taking your customers’ emotional temperature, here are some standalone products that can help you out.
Delighted calls itself “The fastest and easiest way to gather actionable feedback from your customers.” It calculates your average NPS in minutes, not weeks, with real-time feedback streams.
Sometimes, claims like this are hard to verify, but Delighted doesn’t require any technical knowledge to implement (yay for no support tickets!), and you can survey your first 250 customers for free. Customers respond directly inside the email, so response rates tend to be high.
“We focus on making sense of the qualitative feedback, which is the fuel for improving your product or service,” Delighted Co-founder & CEO Caleb Elston told me via the Support Driven chat.
Because Delighted tracks information such as if the respondent is a new or returning customer, the plan they have, and which product they ordered, brands can see feedback and their instantly calculated NPS for any segment of the customer base.
“Plus we have instant search, so you can see which customers are talking about ‘quality’ or ‘delayed delivery,’ for instance,” Elston said. Brands can track these responses over time to monitor your progress in improving those parts of your business. “Also, we have integrations with major support tools like Zendesk, Desk, Freshdesk, and Help Scout, so support teams can quickly follow up with customers who provide feedback.”
Wootric calls itself “the Net Promoter Score platform for boosting customer happiness.” “The,” y’all. It’s a very robust system, with granular reporting that’s slickly presented, easy to slice-and-dice, and software designed to make the feedback extremely easy to act on.
The free demo offers unlimited surveys for 30 days.
Promoter.io sends the emails themselves. It offers a lot of customization and branding options.
It’s kind of like MailChimp for NPS surveys. You can send segmented campaigns, and then segment the responses according to product. You can send emails immediately, set up drip campaigns, and set up surveys to repeat every 3, 6, or 12 months. You can set up email reminders and set up email throttling, to be sure you’re not over-surveying your customers.
With SatisMeter you can gather Net Promoter Score feedback in real-time from customers on their phones, as well as on the web and through email. The company boasts a ~30% response rate. It also offers some customization and branding options.
Get your first 100 responses free to try it out.
Alllllrighty! That was a LOT of information about the customer service software that helps you run CES, NPS, or CSAT surveys. Turns out you’ve got options. Which is good. But also tiring.
What do you use? What do you like? What did I not include that I should have? Let me know in the comments.