Delighting customers is one of the hallmarks of a great company, and measuring customer satisfaction is essential to solving critical issues and pinpointing what customers love about a brand.
According to a report released by Microsoft, 77% of consumers have a more favorable view of brands that proactively request and accept customer feedback. However, the more feedback you receive, the more difficult it can be to manage and identify steps you should take to improve your business.
Delighted, a leading customer feedback platform, provides a seamless way to collect and analyze customer feedback with Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) survey templates.
You can use Delighted to customize and send these quick, two-question surveys for actionable customer insights. The first question asks customers to rate your product or service, and the second question asks them to explain why they chose that rating in a comment box. They also have a feature for adding up to 10 follow-up questions for even deeper insights.
Delighted has partnered with Chatdesk Trends to make it easy to analyze this feedback alongside all your other customer communications from chat, email, social, and more. The Trends platform uses machine learning to automatically tag and categorize feedback. This allows you to get granular insights and search capabilities, and helps you find opportunities to drive growth across different areas of your organization.
With this integration, you’ll have the ability to:
- Filter feedback by date, channel, product, and sentiment to make informed decisions and drive business impact
- Compare customer feedback across various channels, including CSAT/NPS surveys, email, chat, social media messages and comments on Ads, Amazon reviews
- Segment by product defects, shipping issues, top reasons for contact, and other company-specific custom tags
- Reduce contact volume to your support team, improve self service for your customers, make product merchandising improvements, and increase repeat sales of your product or service
Additionally, you can launch your Free Trends dashboard in minutes. Chatdesk Trends requires no dev work and has more than 90% average tagging accuracy across 70+ tags.
Chatdesk’s customers like Everlane, ELOQUII, Chubbies and others have seen impact like 10%+ increase in conversions from website changes, 15%+ reduction in customer contacts, and over 1000 hours saved per year from previous manual tagging and reporting processes.
Due to the spread of COVID-19, life at the moment is particularly chaotic. As we all try to adjust to the new normal, many businesses need to change how they engage with their customers and pivot operations. Chatdesk Trends and Delighted can help you browse through thousands of CSAT and NPS surveys instantly, so when you need to quickly adjust you have the customer insights at your fingertips.
Here are some use cases for how companies have been using the Delighted Integration with Chatdesk
- Increasing sales by identifying products or services that are in demand during the current situation
- Finding ways to reduce costs
- Saving time from manual tagging and reporting for executive reports
Your customers hold a great deal of insight that can lead to breakthrough innovations for your company. But, you need a way to cut through the noise and find out what your customers really need from you right now. The most effective way to understand your customers — especially the friction points they’re experiencing with your products or processes — is to listen to them. This can be tough to do when your support agents are prioritizing helping over reporting (which they should be!). Let your team focus on high value interactions and relationship-building, and we’ll do the tagging automatically and make it easy for you to get insights from the data.
If you’re interested in seeing the integration in action, you can schedule a free demo here. Or you can sign up for your free Chatdesk Trends dashboard here.
