Add Customer Satisfaction (CSAT) Survey to Qiscus Omnichannel

When handling hundreds or thousands of customers in a day, it is a must to ensure the quality of our customer service. CSAT surveys are a common way to collect data. However, it becomes a challenge if we have to ask for feedback one by one from them through the Agent. Qiscus Omnichannel with custom features can help you to implement CSAT surveys easier. 

In this article, we will share with you two ways to implement CSAT in Qiscus Omnichannel.

1. Using Your External CSAT Service

1. Prepare your CSAT backend service with any programming language. This service should handle webhook from Qiscus, your CSAT link generation, and send a message (link) to Qiscus through API.
2. Set your webhook URL to Qiscus Omnichannel by calling this API https://documentation.qiscus.com/multichannel-customer-service/webhook#mark-as-resolved. 
   Example request:

   curl --location --request POST 'https://multichannel.qiscus.com/api/v1/app/webhook/mark_as_resolved' \
   --header 'Authorization: {{admin_token}}' \
   --header 'Qiscus-App-Id: {{app_id}}' \
   --form 'webhook_url="{{your_webhook_url}}"' \
   --form 'is_webhook_enabled="true"'

   Note:
   Authorization can be changed with a secret key which you can find out from dashboard Settings > App Information. Then just replace the Authorization header with this. 

   Qiscus_Secret_Key: {{secret_key}}

   If you want to mockup without coding and see the webhook payload, you can create a free sample with https://beeceptor.com/. After setting it up on Omnichannel, it will receive the data every Admin/Agent resolve the room.
3. CSAT link: you have to implement this one from your end. It could be a one-page form or something like that based on your needs. 
4. Send your CSAT survey link. Qiscus provides some API to send messages from Omnichannel to your customers for all channels https://documentation.qiscus.com/multichannel-customer-service/bot-human-collaboration#step-1--send-message-to-qiscus-multichannel-chat-from-bot. 
   Example request:

   curl --location --request POST 'https://multichannel.qiscus.com/{{app_id}}/bot' \
   --header 'Content-Type: application/json' \
   --header 'QISCUS_SDK_SECRET: {{secret_key}}' \
   --data-raw '{
     "sender_email": "xxxx_admin@qismo.com", 
     "message": "Hi, please help us improve the services by filling out this survey https://your-csat.com",
     "type": "text",
     "room_id": "6781xxx"
   }'

   Note:
   - sender_email is from Omnichannel dashboard > Settings > Qiscus Agent ID. 
   - Messages cannot be sent to WhatsApp customers when the chat room has expired (more than 24 hours). In this case, you have to send WhatsApp Message Templates https://support.qiscus.com/hc/en-us/articles/4419458321817-Send-WhatsApp-Business-API-with-Different-Types-of-Template. 

2. Using Qiscus CSAT Add-On

We understand if your team has to develop the CSAT service, it will take more time and effort. But with the Qiscus CSAT add-on, no need for coding anymore. We've shared with you how this CSAT feature can help your business (in this article). 

1. Get started by requesting the add-on from the Omnichannel dashboard > App Center > search "CSAT" in the "Survey" category. 
   
2. Once your request has been processed, you can set the CSAT from App Center. Read the detail here.
   
   Note: 
   If your CSAT doesn't work after resolving the room, please ensure you have already saved all your settings. You have to choose the Rating Type first to save Feedback Settings.
   
3. If all settings have been done, your CSAT survey is ready to use. Whenever Admin/Agent resolve the room, the CSAT link will be automatically sent to your customers.
   
   
4. All the CSAT results will be showing up on your Analytics > Custom Analytics.
   

To sum up, these are some benefits when using Qiscus CSAT:

• Using your external CSAT service
  • Need to develop the service
  • Using mark as resolved webhook (need to set the URL)
  • Send the message using Qiscus Omnichannel Bot API (need bot integration)
  • No data reports
• Using Qiscus CSAT add-on
  • No code. Just set up from the Omnichannel dashboard (App Center)
  • Using mark as resolved webhook (automatic)
  • Send the message using internal Omnichannel API (no need for bot integration)
  • Integrated data reports on the Omnichannel dashboard