Comparing Multi-Channel CSAT Campaigns

How To Measure And Compare CSAT Across Multiple Channels

Customers have a wide choice of channels to chose from when it comes to contacting companies. From more traditional voice and email channels, to the increasingly popular and effective online channels, like Live Chat, social media and online review sites, etc.

So, isn’t it important to measure and compare CSAT, across all of your primary contact channels? To capture customer feedback across voice, email, chat, social media and third-party review channels? To develop actionable insight to feedback into the customer service team and enhance the customer experience?

Cross-Channel Insight & Analysis

DigiDesk enables companies to track customer feedback, in real-time, across each and every customer touch point. We capture customer scores, verbatim comments and online reviews, across voice, email, chat, social media, SMS, web, and third-party review sites, which is fed directly into our live wallboards, for low-level analysis.

A visual example of DigiDesk's CSAT Analysis in Daybreak skin

Cross-Channel Insight & Analysis

DigiDesk enables companies to track customer feedback, in real-time, across each and every customer touch point. We capture customer scores, verbatim comments and online reviews, across voice, email, chat, social media, SMS, web, and third-party review sites, which is fed directly into our live wallboards, for low-level analysis.

A visual example of DigiDesk's CSAT Analysis in Daybreak skin

A visual example of DigiDesk's Analysis Wallboard

Sentiment & Textual Analysis

As well as monitoring multiple CSAT metrics across voice and digital channels, we also analyse customer comments and online reviews. We use advanced sentiment and textual analysis to identify positive and negative comments and deliver a range of powerful text analytics, highlighting keywords/phrases and trending topics, via our live wallboards.

  • Monitor customer comments in real-time, across voice and digital channels, including third-party review sites, such as Trustpilot and Feefo.
  • Configure keyword tables used to track a range of specific topics
  • Monitor word clouds to outline unscripted, trending keywords and phrases in real-time.

Sentiment & Textual Analysis

As well as monitoring multiple CSAT metrics across voice and digital channels, we also analyse customer comments and online reviews. We use advanced sentiment and textual analysis to identify positive and negative comments and deliver a range of powerful text analytics, highlighting keywords/phrases and trending topics, via our live wallboards.

  • Monitor customer comments in real-time, across voice and digital channels, including third-party review sites, such as Trustpilot and Feefo.
  • Quickly identify positive, negative and neutral sentiment.
  • Configure keyword tables used to track a range of specific topics
  • Monitor word clouds to outline unscripted, trending keywords and phrases in real-time.

A visual example of DigiDesk's Analysis Wallboard

Create multiple live views for specific areas of your business, across the contact centre and customer service teams. Choose from a range of on-demand analysis, performance, engagement and comparison reports, to provide up-to-the-minute actionable insight at your finger tips and receive powerful, real-time feedback, across your voice and digital channels!
If you’re looking to maximise the effectiveness of your CSAT surveys or want to know more about our online review management tool, then reach out and get in touch. We’d love to hear from you!!

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Book your 30 minute tour of DigiDesk, today

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