CSAT

The CSAT (Customer Satisfaction Score) generally represents how happy customers are with the expereince they've had with your product or service. CSAT is one of the critical customer satisfaction metrics in Hoory that any customer-facing business should monitor. When an agent resolves a conversation, Hoory automatically sends an emoji-scale survey to your customers, asking them to rate the support they received and provide feedback, if any.

CSAT in Website Channel

CSAT in Non-Website Channel

Enable CSAT

To enable/disable CSAT, navigate to the Channel Settings (by default, CSAT is disabled).

How to Analyze CSAT

You can view a report of your conversation ratings and analyze the results for future improvements and performance monitoring.