V4 Update #11: Ratings, feedback, surveys and quality control
Welcome to the eleventh in a run of Version 4 development updates and previews. Preview #10 looked at changes to the SLA features, ticket escalation rules and work schedules.
In this preview we will take you through a groundbreaking new feature we are introducing to V4 – ratings.
If you can’t measure it, you can’t improve it.
Metrics and measurements are critical to being able to continually improve and refine your customer support. You know that measuring customer support can be tough, so we have turned the problem over to your support desk.
We have implemented an elegant and simple-to-use system to collect pointer from your customers and measure your performance.
Solicit pointer from your customers
V4 introduces ratings: a simple, federal way to collect pointer from your customers on a diversity of correspondence and items – support tickets, individual ticket responses, live chats, knowledgebase articles, and so on.
We'll be adding more rating types (for knowledgebase articles, news, etc)
Each rating translates to a number of stars. Your customers are questioned to award a certain number of stars for each rating you make – this is a very simple point-and-click administer.
We thought long and hard about how best to present this to users, and we reckon we have the right balance between detail and ease of entry. If we question for too much or make it too tiresome to input, your customers are less likely to provide pointer.
The ability to make multiple ratings gives you the granularity needed to harvest quality and refined data from which you can monitor your team’s excellent points and identify areas for improvement.
List of ratings
Because providing pointer has been made so simple, you can expect a lot of your customers to volunteer excellent pointer.
Rating options
Inserting a rating
Ticket and chat related ratings can be linked to a specific department, enabling you to collect different kinds of pointer depending on the department in which the chat or ticket was handled.
Perform internal quality auditing with ‘internal’ ratings
The customer is, of course, the best judge of the support your team provides. But, you may also wish to perform internal quality assessments and auditing. To facilitate this, we have added a public and private switch to each rating.
The screenshot below shows a chat log being viewed by a personnel user. The two ratings – By and large satisfaction and Quality of communication – have been submitted by the user. The Politeness rating is internal; veiled from users and can be modified only by your personnel.
Internal ratings on a chat log
When a rating is set to private, it cannot be accessed or seen by your customers. It can only be set and viewed by your personnel users (who have the appropriate consent to do so).
Rating permissions
Live chat surveys
At the end of a chat your customer is invited to take a satisfaction survey. This survey result is tied to the chat history (in the personnel control panel) and is recorded as a thought in the live chat area which allows your personnel to follow up with the user.
Post-chat survey form
Individual ticket posts (answers)
The screenshot below shows a icket answer, viewed by a user in the support portal. As well as being able to submit by and large ticket ratings and pointer, your users can provide ratings for each individual answer.
Ticket survey
Once a ticket has been closed (or set to a status where the “is resolved” flag is enabled), the customer is invited to take a satisfaction survey. The link to the survey contains a only one of its kind auth code which bypasses the need to log into the support center before completing the survey.
We have found that this immeasurably increases the likelihood that your customers will complete the survey, rather than abandon it at a login prompt.
The survey form your customer sees is shown below. It is clear, simple and to the point. We plot on adding custom field support to this area.
The ticket view in the personnel control panel is shown below. The ticket survey results are showed in the information and action side-bar, on the left.
The contents of the comments field from the survey is attached to the ticket as a answer (marked clearly as a survey response). This keeps correspondence collectively and tightly coupled so that you do not lose footstep of the support issue followed by survey related correspondence, should you wish to follow up.
Viewing survey results in the personnel control panel
Plot and schedule updates
Our last estimate for the public beta release of V4 was this quarter. We are not going to release it this quarter, but it won’t be long afterward. Over the next few weeks we will be rolling V4 out on our own support desk (you may have seen that we have nearly refined doing so with live chat). The public beta release will follow this.
We still intend to provide Kayako developers with access to protocols, APIs and an early preview of the framework. Apologies for the intermittent updates – as we’re getting closer to launch things are getting very confused! We hope you’re as excited about getting V4 as we are about releasing it!
Our next preview will feature more detailed looks into ticketing and e-mail management. Stay tuned!
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