CSAT

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.

It would be great to have the ability to update a CSAT score. A user might initially rate the service poorly - perhaps due to a slower response or not receiving the answer they expected. However, as the conversation continues and the issue gets re...

Allow to customise the CSAT stars , in survey and in signature Problems: Stars are not prominent enough for some customers Allow to make them stand out more. Some customer also want control over the starts look and feel

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.

Support NPS as a grading scale.

We ideally would like to have an option to require that a comment be left alongside the rating that is given when the CSAT Survey is used.

As a support leader, I want to flag when my team was able to improve the relationship

Ideally, this should be preventing reopening altogether, not just re-closing convos.