Create surveys for omnichannel surveys and satisfaction metrics
Customer Service teams can use many methods to assist, advise, and interact with their clients. Typical approaches will involve emails, phone calls, or the ability to interact with cases by using an online portal. Omnichannel for Customer Service helps to extend the power of Dynamics 365 Customer Service, allowing agents to provide help by using various other channels. Using the application allows teams to engage in interactions by using online web chat, text, WhatsApp, social media, and Microsoft Teams.
With a support case, you can trigger and email a survey to the related contact after the case is resolved. If Omnichannel for Customer Service is being used, and a customer service agent is helping by using a channel, the result will be a logical need to gather feedback from the person who had this interaction. An option for a post-conversation survey is available when you are creating or editing a channel in the Omnichannel for Customer Service admin center. Though you can use any survey from Dynamics 365 Customer Voice, make sure that you keep the number of questions minimal to avoid frustrating the respondent, thus increasing the likelihood that the survey will be submitted.
Consider the type of interactions that a person might have when using a chat on a corporate website or customer portal. You need to determine what they might be asking questions about and what type of assistance they might need. After making these determinations, you will be clearer on whether the survey questions should be specific or if they need to be more generic. Fewer questions help create a survey that can be responded to quickly, which will ideally lead to more responses. Simple formats, such as a rating question, Net Promoter Score, and a text box asking for other comments, is a good starting point for gathering feedback as a post-conversation survey.
To customize other areas to help present the survey in a more aesthetically pleasing way when you are embedding into a website, you can use the header and the post survey message. You can turn off the header unless a requirement is in place for you to show an image or large block of color and text on the website. Turning off the header means that only the questions are shown. You can use the post survey message to thank the user and then inform them that the chat window can now be closed.
After you have added the questions, you can set up satisfaction metrics. When a response is submitted, you can review all responses in Dynamics 365 Customer Voice in the related survey report. Satisfaction metrics provide more detailed information that concentrates on up to 10 metrics for each project with a combination of Net Promoter Score, sentiment, CSAT, or custom scoring if necessary. As responses are submitted, questions that are linked to a satisfaction metric will be added to a combined average and will be accessible within the satisfaction metrics report. If the project has more than one survey, you can filter to see satisfaction metrics for all surveys combined or review the satisfaction metrics for a single filtered survey.
After the satisfaction metrics have been added, you can create alerts to create tasks for users to review and resolve. For example, knowing when a response is submitted where the Net Promoter Score question is answered with a six or below indicates a detractor. Detractors are typically unhappy with a product or service but could also share this disappointment with others either online or by word of mouth. Knowing when someone has had a bad experience is important and gaining this knowledge quickly might make the difference when you're attempting to resolve issues. It can also potentially reshape the situation to make a happy customer instead.
The next unit reviews how you can use the created survey as a post-chat survey in Omnichannel for Customer Service.