Feedback Video Transcript
Today, we'll be reviewing the customer satisfaction functionality built within CloudRadial.
The customer satisfaction tool, also known as the CSAT, is critical for giving your clients an easy way to give feedback on problem reports. Let's take a look at how it works.
It's helpful to understand how the end user sees the feedback functionality, so let's look at that first.
If we navigate over to Support and click on support tickets, we're able to see all of the support tickets open within this individual client.
If we click on an individual ticket like this check remote backup Ticket, we can see that the client has the option of clicking the 'How are we doing?' button with the happy, neutral, and unhappy faces.
Once they click on any of these options, they'll be prompted to send comments to expand on their point.
They can also select a Please Contact Me option to ensure they get a follow-up
On your side, this will look a little different.
Let's close out of this menu and navigate to Account on the left-hand side of the Feature Set and click on Feedback.
The second drop-down option from this view we can get a high-level overview of the CSAT feedback received from our clients.
We can see the rating received from what user from what ticket and if they have any additional comments. Clicking on the specific feedback will give us more information.
Still, this isn't the only way we can see feedback information. This is for one specific client.
If you'd like to see feedback for all clients at one time, navigate down to the partner, drop down and click on feedback from here. Now I'm able to see feedback across all of my clients.
Encourage your clients to use the feedback option within CloudRadial with the feedback you receive, and you'll be able to respond to service requests better than ever before.
Finding Feedback IP Addresses
If you want to see the specific IP addresses of the user who gave the feedback, you can do so by navigating to Partner > Feedback and downloading the report using the button at the top right.
The feedback IPs will be listed in a column within this spreadsheet.
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