Smart CSAT

Use Front’s Smart CSAT (customer satisfaction) feature in combination with manual CSAT survey submissions to get a complete understanding of customer satisfaction. These automated and AI-powered QA (quality assurance) scores can be used to supplement a lack of data from manual CSAT submissions, and provide a more normal distribution of scores.

Leverage Smart CSAT to improve team performance and ensure a consistently high-quality customer experience. AI-generated information used for agent performance is provided as guidance for your own decision-making. 

Please note the following:

1. Please rely on your own assessment and analysis or that of experts for significant decisions.

2. Please inform your agents or other End Users when you are applying Smart CSAT to their conversations.

The Smart CSAT workflow in Front is as follows:

1. Create a rule using the Review conversations with Smart CSAT rule template

   1. Select shared inboxes

   2. Select time period to trigger rule

2. Review Smart CSAT results in analytics

Scoring

AI automatically looks at the following criteria to give an overall assessment on how the customer feels about the service or product:

• Customer sentiment (paying close attention to how it changes and the final sentiment)

• Customer effort

• Resolution

Step 1

Click the gear icon, then navigate to the workspace you want to create a rule for.

Step 2

Click Rules and macros in the left menu, then click Create rule. Select the Review conversations with Smart CSAT template from the rule library.

Step 3

Give your rule a name, set a time period for the trigger, select the inbox(es) this rule should apply to, and add any additional conditions as needed.

Click Create when finished.

Step 4

When a Smart CSAT is applied to a conversation, Front will post a comment in the conversation with the CSAT rating and feedback. This comment action keeps the shared copy archived/resolved/closed if it was already archived/resolved/closed, but will reopen the subscriber copies in the teammates' Subscribed section so that the teammates following the conversation can see the CSAT.

In Front Analytics, admins can navigate to the Customer satisfaction report to review team performance. Use the report filters to focus on only Smart CSAT scores, or view your manual CSAT and Smart CSAT scores together.

This feature is currently available for email channels only.

Only English is officially supported at this time. While it is possible to use this feature with other languages, unexpected results may occur.

Yes. Both traditional statuses (Open/Snoozed/Archived) and ticket statuses (Open/Waiting/Resolved) are supported.

Only conversations in shared inboxes will be reviewed. Additionally, a conversation review requires at least one inbound and one outbound message and the conversation must be marked as Resolved or Archived. Admins can also set additional conditions during the rule setup.

Yes. You can create multiple rules per workspace to trigger Smart CSATs, so you can choose which inboxes receive a CSAT or not.

The CSAT is only attributed to the last person to send an outbound before the conversation is marked as Resolved or Archived.

The manual CSAT will be deleted and replaced by the Smart CSAT score for the conversation.

See this article for additional AI FAQs.

The Smart CSAT add-on is included with the latest Enterprise plan at no additional cost.

For the latest Starter and Professional plans, the add-on is $10/seat/month and added to your invoice based on your billing cycle. 

• To purchase the Smart CSAT add-on, navigate to your billing settings page to activate it.

• The add-on will remain on your subscription and will auto-renew unless updated within the Upcoming plan at renewal tab in your billing settings. To learn more about plan changes related to add-ons, see this article.

To try the Smart CSAT add-on for free, click Start free trial when hovering over the rule template. This will start a 14-day trial.