As any good business owner would know, customer satisfaction is key to growing your business. However, customer satisfaction doesn't always have to stem from providing a smooth and enjoyable service without any hiccups (though this would definitely be the ideal state!) Customer satisfaction is also about how quickly you are able to turn a negative experience into a positive one and fix a customer's problem.
A great customer experience and high customer satisfaction are key in obtaining a good Net Promoter Score (or NPS as it's commonly referred to), an often used metric to determine if your customers are planning to boast about your business and generate a lot of loyal customers or tell everyone and their dog about how terrible your service is and why they should avoid it at all costs.
Cprime's newest version of Surveys for Service Desk (v3.1.0) introduces a host of new features to make it easier to ask customers for customer feedback, collect survey responses on customer experience and obtain a general health check to gain insight into how effectively your company is solving its customers' issues and problems.
NEW FEATURES FOR BETTER PERSONALIZATION
Reporter placeholder is more user friendly
Now when you use a placeholder for the reporter, their name appears, not their login details. So, now your customers will receive emails starting with their names (eg. Hi Natalie, Max...) instead of their logins (eg. Hi ndoe, firstname.lastname@example.org...) which greatly improves the readability and personalization of your emails.
You can now select a specific email address to reply to
This feature was inspired by user requests. We have included a new feature where you can now choose the email address that customers reply to, as a way of easily tracking comments. Currently, when a user sends out a survey email, they are not able to prescribe what email address is shown as the sender (because Jira overrides it and puts its service email), however we found a workaround. In your survey configuration, you can select a specific email address where customer responses will be sent.
If this setting is selected in the survey Content tab it works like this:
Customer creates a ticket in support portal. Support agent resolves the ticket. Survey plugin is configured for this project, so when a support agent resolves a ticket, a survey email is sent to the customer (reporter). The customer receives an email with the survey, fills out questions in the survey, puts their rating there, and closes it. Later on, if the customer remembers something and they want to reply to that survey email with some additional comment / feedback / question so that support agent can work on it, they won't be able to do this by filling out another survey, but unlike before, they can reply to the survey email, and the email they send will be going to the email address you indicate in the survey settings, thus allowing your customers to reach out to you again easily if they need to.
Avoid duplication! Send survey only once per issue
After resolving a ticket, you can now limit the survey sending to only once per ticket. This ensures that after you close a ticket and the customer is sent a survey for feedback, if the customer comments in your ticket with something trivial like "Thanks buddy!"and re-opens the ticket accidentally, another survey is not mistakenly sent to the customer. This will result in a cleaner inbox and happier customers!
Public docs for this: SSD 3.0 - Creating a Custom Survey#CreatingaCustomSurvey-Sendsurveyonceperissue
ENHANCEMENTS FOR BETTER REPORTING AND ADMIN
Previously, in the survey reports configuration you could choose an additional Jira custom field to be shown only in the Average Rating and Custom Question Report reports, so that you had one more column in your report to view more data. For example below, we have added the Product column as an extra custom field:
Starting with v3.1.0 you can
Our newest version of Surveys for Service Desk has also squashed a few bugs and is verified as compatible with the latest version of Jira (7.12.3). As the saying goes, prevention is better than cure, Surveys for Service Desk is the perfect way to monitor your customers' satisfaction levels and act fast before it's too late! Try our 30 day free trial today!
Michele Lim [cPrime]
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