How to Enable CSAT in your AI Chat Agent

Customer Satisfaction (CSAT) surveys are a powerful way to measure customer experience immediately after an interaction. In QuackChat, enabling CSAT is fast and easy through the Configurations panel.

Follow the steps below to activate CSAT for your QuackChat.

Step 1: Access the Configurations Panel

  1. In Quack, go to the Training Center Dashboard.

  2. There, select the relevant AI Agent

  3. Click Configurations in the top right corner.

  4. Navigate to the End of Chat on the left side menu.

Step 2: Enable the CSAT Survey

  1. Go to the Collect Customer Feedback section

  2. Toggle CSAT Survey to ON

  3. Choose the CSAT Type: select either Binary or 5-point rating

  4. Decide whether to allow customer comments and customize the message they’ll see

    💡 Pro Tip: You can preview how your CSAT survey will appear to users directly from the Configurations page.

CSAT Reporting

CSAT reports will be available soon in the Reports dashboard with the next product update. Until then, your Customer Success Manager will provide CSAT reports based on your needs.

Benefits of Collecting CSAT Feedback

Adding CSAT surveys to QuackChat provides immediate and actionable insights. Here are the key benefits:

  • Understand Customer Sentiment: Measure how satisfied your users are after each interaction.

  • Identify Improvement Areas: Low CSAT scores highlight areas that need improvement.

  • Benchmark Team Performance: Compare CSAT scores across different teams or channels to recognize best practices.

  • Boost Retention: Acting on feedback shows customers that their input matters, increasing loyalty.

  • Support Agent Training: Real customer feedback helps train and coach agents and QuackChat more effectively.