How do we get CSAT on all customer tickets?

Have you ever wondered how accurate those customer satisfaction surveys you receive truly are? Traditional CSAT surveys, while helpful, have limitations. Here at Kim.cc, we're all about staying ahead of the curve, and that includes embracing new technologies to understand your customers better. That's where AI-CSAT comes in!

Key Takeaways

1. What is CSAT?
2. The Downsides of Traditional CSAT
3. Introducing AI-CSAT: A Smarter Approach
4. The AI-CSAT Process
5. The Benefits of AI-CSAT
6. Understanding Your AI-CSAT Scores

What is CSAT? 

CSAT, or Customer Satisfaction Score, is a metric used to gauge how happy customers are with your brand. Traditionally, this is measured through a 5-point Likert scale survey. These scores can be powerful indicators of brand loyalty, repurchase rates, and customer churn.

The Downsides of Traditional CSAT 

While CSAT surveys offer valuable insights, they come with some drawbacks:

• Low Response Rates: Only a small percentage of customers respond, leading to statistically insignificant results.
• Skewed Data: People with strong experiences (positive or negative) are more likely to respond, not reflecting the overall customer base.
• Bias: Demographic and cultural factors can influence responses.
• Limited Scope: CSAT scores only answer "How satisfied are you?" They miss details like the speed of resolution or the emotional state of the customer.
• Agent Influence: Scores can be swayed by the customer's perception of the agent, not necessarily the service itself.
• Cost and Time: Sending, collecting, and analyzing surveys can be expensive and time-consuming.

Introducing AI-CSAT: A Smarter Approach

Traditional CSAT surveys ask customers how satisfied they are with the service they received. However, these surveys have limitations. AI-CSAT offers a more comprehensive way to measure customer satisfaction by analyzing different aspects of customer service interaction, including:

• Agent responsiveness: How quickly did the agent respond to the customer's inquiry?
• Informative quality of support: Did the agent provide the customer with the information they needed?
• Personalization (empathy of agent): Did the agent show empathy and understanding of the customer's situation?
• Completeness of resolution: Was the customer's issue resolved to their satisfaction?

AI-CSAT goes beyond a simple satisfaction score to provide a more nuanced understanding of the customer experience. Instead of surveys, AI-CSAT analyzes call transcripts to generate a score between 1.0 and 5.0 for each interaction.

This can help businesses identify areas where they can improve their customer service and create a more positive customer experience.

The AI-CSAT Process

Here's the AI-CSAT process works in a few steps:

1. Call Recording: The system records both sides of the conversation to capture everything accurately.
2. Converting Speech to Text: The AI  translates the conversation from recording into written text.
3. Analyzing the Conversation: The written text is examined to see how happy the customer was, how quickly their issue was addressed, and if everything was resolved properly. It even considers if the agent interrupted the customer.
4. Calculating a Score: All this information is weighted to give a final satisfaction score. In addition to a satisfaction rating, it might also consider factors like how long it took to resolve the issue. There might also be a penalty if the agent talks over the customer.

The Benefits of AI-CSAT

• Real-Time Actionable Insights: No more waiting for survey results! AI-CSAT delivers immediate feedback on every interaction.
• Holistic Analysis: Get a more comprehensive view of your customer service by analyzing multiple aspects of the call.
• Objectivity: Eliminate human bias and ensure consistent scoring across all interactions.
• Complete Data: Analyze 100% of calls for a truly representative picture of customer satisfaction.

Understanding Your AI-CSAT Scores

• High Score Example
  • Speed: 4.5 (Quick issue identification and resolution)
  • Completeness: 5 (Fully addressed request)
  • Emotional Polarity: 5 (Positive experience)
• Low Score Example
  • Speed: 1.5 (Long wait time)
  • Completeness: 1.5 (Unresolved issue)
  • Emotional Polarity: 2.5 (Frustration and dissatisfaction)

By implementing AI-CSAT, you can gain valuable insights into your customer service, identify areas for improvement, and ultimately create a more positive customer experience. Here at Kim.cc, our AI-powered Pulse is offering AI CSAT free for a lifetime. We're committed to helping you leverage cutting-edge technology to achieve customer satisfaction excellence. Contact Kim.cc today to learn more about AI-CSAT and how it can help your business thrive.