Purpose and Features
The NPS (Net Promoter Score) evaluation type is one of the most preferred methods for measuring end-user feedback in the contact center industry. This type is an effective tool for assessing customer satisfaction following a specific service or experience. A new feature has been developed on the Click2Connect platform to support this evaluation type. This feature allows end-users to rate their experience from 0 to 10 after web chat, video calls, and voice calls. Additionally, this evaluation type can be used in a multi-assessment format, providing flexibility for customers to leave feedback across different channels.
This type can be used with or without a comment section, and the collected data is integrated into various reports and different sections of the system.
Benefits
Comprehensive Feedback Collection: The 0-10 rating system provides the necessary insights to improve services by measuring end-user satisfaction. Areas of customer dissatisfaction can be quickly identified and addressed.
Multi-Channel Evaluation Support: Feedback can be collected from the same customer across multiple channels (chat, voice calls, video calls), allowing the customer experience to be monitored at different touchpoints.
Reporting and Traceability: NPS scores from chat, video calls, and voice calls are reflected in relevant reports within the system, strengthening performance measurement and quality control processes. These scores can also be accurately monitored on supervisor dashboards and integrated into quality control workflows.
Flexibility and Ease of Use: Whether the comment section is available or not, the system adapts to both scenarios, making it easier to collect customer feedback.
Usage
Go to the main menu > System Administrator > Click2Connect > Click2Connect New Menu.
Hover over the relevant widget, click on the three dots, and select "Edit" from the options. If you need to create a widget from scratch, select "Add New Widget."
Click on the "Forms" tab. In the "Post-Contact Forms" section, a new evaluation type called "123 NPS" has been added to the "Rating Type" options. In this evaluation type, you can enter descriptive text for the 0 and 10 scores.
When you select the NPS evaluation type, the evaluation page seen by the end-user in the Chat and Call channels is as follows:
When you select the NPS evaluation type, the evaluation page seen by the end-user in the Video Call channel is as follows:
We wish your operation benefits from this new release and look forward to hearing your feedback!