Comdata Choose DigiDesk to Monitor Multi-Channel CSAT

Comdata needed to deploy a number of post-call voice, email and SMS CSAT solutions, across multiple third-party clients, in multiple languages. They turned to DigiDesk to provide these client solutions due to the flexibility and range of CSAT channels available through a single platform.

A key requirement, across all deployments, was to be able to monitor customer feedback in real-time and monitor individual agent performance. It was important to capture all customer scores and verbatim comments in real-time, with key metrics, sentiment analysis and a range of text analytics.

Multi-Channel CSAT Surveys From DigiDesk

The DigiDesk team worked with Comdata to help script and develop the structure of each customer survey, with a tailored design for each client. All agents and supervisors were set up, with associated permissions, for each client account and all users were provided with comprehensive training.

The net result was multiple CSAT deployments, delivered on time and within budget, meeting the Comdata specification. Comdata were then able to deliver best-in-class customer feedback to their third-party clients, through real-time wallboards and a range of advanced reports.

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

Multi-Channel CSAT Surveys, From DigiDesk

The DigiDesk team worked with Comdata to help script and develop the structure of each customer survey, with a tailored design for each client. All agents and supervisors were set up, with associated permissions, for each client account and all users were provided with comprehensive training.

The net result was multiple CSAT deployments, delivered on time and within budget, meeting the Comdata specification. Comdata were then able to deliver best-in-class customer feedback to their third-party clients, through real-time wallboards and a range of advanced reports.

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

The Feedback

“Comdata have worked with the DigiDesk platform for a number of years, with a number of third-party clients. We have run CSAT programmes across multiple CSAT channels, in multiple languages, and the real-time feedback is exceptional. We display wallboards within the contact centre and at the clients’ offices, tracking agent performance and displaying verbatim feedback from the surveys. I would highly recommend working with this innovative and dynamic team!”

Dan West | Comdata UK

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Book a tour of DigiDesk’s Review Monitoring, today