Zendesk CSAT: SmileBack’s integrated customer satisfaction software

by SmileBack
3 min read

SmileBack’s software offers companies 10x more customer feedback and unprecedented insight into your customer’s experience. Now, SmileBack’s CSAT software is also available for Zendesk, allowing you to improve the quality of your service and increase your customer retention. Below, we discuss why this customer satisfaction software could be exactly what your business needs.

SmileBack’s feedback software meets Zendesk

Zendesk already helps you to offer your clients the support they need, but only SmileBack can tell you how they really feel. With a simple, smiley face survey widget integrated into every Zendesk support ticket, you can receive immediate customer feedback, and gain valuable data about your support interaction with a single click.

And in a fast-growing digital world, this knowledge could prove vital. 71% of consumers admit to ending a business relationship because of a single negative experience. Using CSAT to understand just how satisfied your clients are with every support interaction, gives you the opportunity to recognize problems with your support cycle, and adapt before your customers get frustrated enough to jump ship.

Increase customer retention with SmileBack for Zendesk

good customer experience is critical to a company’s success, but you need genuine customer feedback to improve your service. By combining the customer service strategies of Zendesk with the actionable feedback SmileBack provides, it’s easy to prioritize your customer experience and increase your client retention.

Collect 10x more customer feedback with a single click

Our simple, smiley face survey widgetappears at the close of every Zendesk support ticket, offering your customers achoice between happy, neutral, and sad. With one click, you will have the customersatisfaction data you need to take action before it’s too late.

SmileBack’s three smileys

By acting quickly on your negative customer feedback, you have an immediate opportunity to reduce your customer churn and 
increase your revenue.

Use CSAT to improve your entiresupport cycle

With SmileBack for Zendesk, you can do alot more than simply respond to unsatisfied customers. By segmenting clientfeedback, you’ll get unprecedented insight into your entire Zendesk supportcycle, as well as the data to help you improve it.

Segment customer feedback by time period

• Uncover common patterns and surprising trends about your customer satisfaction

• Track and improve your Net CSAT Score over time

Segment customer feedback by client

• Identify sudden changes in overall customer satisfaction and keep tabs on your most valuable accounts

• Avoid future conflict by understanding how their problem was resolved, and creating a solution to prevent it from happening again

Segment customer feedback by support agent

• Identify agents who are outperforming others and create a system of rewards

• Identify those who are under-performing and help them to improve with additional training

Create automated alerts

• Get notified when you receive negative customer feedback from the same account

• Get notified when you receive negative customer feedback about the same support agent

Even when you know a customer is unsatisfied, it is difficult to address negative feedback if you don’t know why the problem has occurred.

With the right data, you can quickly 
resolve your customer complaint and
prevent it from happening again.

Use CSAT to reduce customerchurn and increase profitability

Resolving negative customer feedback in real-time is the easiest way to prevent customer churn. Using that feedback to improve your support cycle is the best way to build an army of loyal customers who tell their friends, families, and followers how great you are.

But what is customer loyalty really worth? 

According to recent studies, a 5% increase in customer retention can result in an average
profit increase of nearly 40%!

Loyal customers not only spendmore, they are much cheaper to acquire. Between the cost of marketing,advertising, and follow up, you are much better off focusing on the customersyou already have, than on trying to attract an endless stream of new clients toyour business.

SmileBack for Zendesk, allows you and your team to provide an exceptional customer experience with every support interaction. With genuine customer feedback and extensive reporting capabilities, you can easily identify and address crucial support issues in real-time, to keep your customers happy.

Sign up now and take your customer service to the next level with SmileBack and Zendesk!

Start your free 14-day trial

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