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Follow up Survey on Bad Satisfaction (only after bad satisfaction resolved)

Use > To resent the survey after bad satisfaction is fully resolved 

Situation > Customer gave bad satisfaction, agent followed up and fully resolved issue (as confirmed by customer) and wants to resent survey.

Macro > English::0 Customer::1 Follow up Survey on Bad Satisfaction (only after bad satisfaction resolved)

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Background

  • To be used only when the customer confirms the issue is fully fixed
  • To be used only by Tier Zinio and Senior Agent from Goodbay (Arjun, Sarath & Tina)
  • Macro will not send a public reply but once we update the case (set to solved) using the macro, the Zendesk ticket will be tagged, which will then action a notification to be sent out to the customer, thanking them for their message:
    • "Hi XXXXX, If you are now satisfied with our service and the resolution provided, we would be extremely grateful if you would update your satisfaction survey. Thanks for sticking with us and have a great day!"
  • Ticket Status will be set to solved 
  • The customer will immediately receive the notification with the survey

To verify that the notification has been sent:

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