WebFeb 21, 2024 · To create, view, or edit CSAT surveys, follow these steps: Go to Inbox 2.0 , and then select Admin settings. Expand Virtual agents, and then select CSAT surveys. Choose a survey trigger You can choose the type of conversation resolution that triggers a survey to be sent. The options are Human agents only and Human and virtual agents. WebCons of CSAT. It relies on self-reporting Self-report data is famously very vulnerable to bias. Even with something as simple as a CSAT questionnaire, you may get skew in responses depending for example on someone’s mood or life events. It’s limited in depth and detail CSAT is a blunt measure of positivity or negativity.
Why Social Messaging is the Key to an Unbeatable CSAT Score
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Why CSAT Only Gives You Half the Picture - The Intercom Blog
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