Features
Know how every customer felt
When a ticket is solved, Hivenza asks the customer to rate the answer where they wrote, on the website chat, by email, on WhatsApp, Messenger or Telegram, with a reason and a comment.
Get startedFrom Starter, on every channel that allows it.
A rating, then a better answer next time
- 1
The ticket is solved
The customer gets the question where they wrote.
- 2
They rate it
Good or bad, with a reason and a comment if they like.
- 3
You see it
On the ticket, on the contact and in support analytics.
What you learn
Ratings sit where you work, not in another tool.
- On every channel that allows it
- Website chat, email, WhatsApp, Messenger and Telegram.
- Reasons
- Why it was good or bad, in the customer’s own choice and words.
- On the ticket
- The rating, the reason and the words, beside the conversation.
- Rating views
- See every good or bad rating, and follow up the bad ones.
- Over time
- Satisfaction by week, channel, teammate and team in support analytics.
- Webhooks
- Send each rating to your own tools as it arrives (Pro).
Included with the inbox
Customer ratings come with the inbox from Starter, on the channels your plan includes.
Questions
What is CSAT?
Customer satisfaction: the share of customers who rated their ticket as good.
When is the rating asked?
After a ticket is solved, on the channel the customer used.
Can we follow up a bad rating?
Yes: the rating views list them, with the customer’s words, so a teammate can reach out.
Hear from every customer you help
