CSAT & NPS Workflows for Zendesk

Transform Customer Insights with SweetHawk's Survey App for Zendesk

Navigating the world of customer service, there's one constant challenge: measuring customer satisfaction effectively. Zendesk, while being a fantastic tool for managing customer support, lacks the capability to send out transactional Net Promoter Score (NPS) surveys. Further, it does not provide a feature to escalate tickets automatically based on the feedback received through NPS scores. These limitations can hamper your ability to respond to customer sentiment promptly and efficiently, thus potentially impacting your customer satisfaction levels.

Enter SweetHawk's Survey app, our robust solution that facilitates transactional NPS surveys, allowing for immediate and context-specific customer feedback. Unlike one-off NPS surveys that assess customer's overall sentiment towards a company, transactional NPS surveys are targeted, taking customer temperature at specific touchpoints, such as post-resolution of a support ticket. This granularity allows for a more accurate assessment of your customer support operations and can help pinpoint areas needing improvement.

But that's not all. For every response to our transactional NPS surveys, SweetHawk's Survey app adds specific tags to the corresponding ticket in Zendesk. This feature enables you to take immediate action based on feedback. Has a customer given you a low NPS score? A tag on their ticket can trigger an automatic escalation to ensure swift and effective resolution.

In addition, SweetHawk's Survey app ensures all survey data is stored directly into Zendesk ticket fields, creating a repository of valuable insights right where you need them. Armed with this data, you can generate customized reports in Zendesk Explore to deep-dive into specific areas, and slice the data to suit your unique requirements. Whether you want to track performance over time, compare different teams, or identify trends, the possibilities are endless.

Implementing SweetHawk's Survey app for your Zendesk operations promises a streamlined, actionable approach to customer feedback. With the ability to send transactional NPS surveys, act on feedback promptly, and analyze data at a granular level, you can effectively monitor your customer service quality, identify areas of improvement, and enhance overall customer satisfaction.