How to take advantage of customer feedback?
Using customer feedback to improve customer experience is something we really thrive on at Crisp. From now you can export new user feedback through a webhook, here's how you should do.
This feature is only available from the Essentials plan
Until now, feedback were centralized inside the Analytics tabs. It allowed you to monitor each feedback , given per users. You could then return back to the conversation and send the appropriate message, based on the review the customer gave about your customer service.
Here is the thing, some customers got back to us because they wanted to share the quality of their customer service. Following this request, we added a webhook that looks for new feedback.
You can activate it over your Inbox settings, it's called session:sync:rating
As a mean of example, here's what we've done using this webhook.
Connect the webhook to Zapier
Zapier offer the ability to receive webhooks inside his own interface and share the data with multiple other software.
Add a filtering option
We want to monitor ratings that are lower than 4 out of 5. We decided to add a filter to the zap so it only continues if the data sent through the Zap is lower.
Send the message to Slack
We decided to send the message over Slack inside a specific channel, called "Feedback".
Any other great things to do with these customer feedback? Feel free to share it with us
This feature is only available from the Essentials plan
Customers feedback are centralized inside your analytics
Until now, feedback were centralized inside the Analytics tabs. It allowed you to monitor each feedback , given per users. You could then return back to the conversation and send the appropriate message, based on the review the customer gave about your customer service.
Sharing customer feedback
Here is the thing, some customers got back to us because they wanted to share the quality of their customer service. Following this request, we added a webhook that looks for new feedback.
You can activate it over your Inbox settings, it's called session:sync:rating
As a mean of example, here's what we've done using this webhook.
Monitor bad customer feedback inside Slack
Connect the webhook to Zapier
Zapier offer the ability to receive webhooks inside his own interface and share the data with multiple other software.
Add a filtering option
We want to monitor ratings that are lower than 4 out of 5. We decided to add a filter to the zap so it only continues if the data sent through the Zap is lower.
Send the message to Slack
We decided to send the message over Slack inside a specific channel, called "Feedback".
Any other great things to do with these customer feedback? Feel free to share it with us
Updated on: 04/11/2024
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