CSAT.AI disrupts customer service!
Call center QA’s biggest shortcoming is that it’s manual, tedious and people-driven process. And people are inherently inefficient, expensive and prone to errors. Typically 1% of support emails, chats and phone calls will ever be audited, which makes the agents feel that they aren’t being treated fairly. CSAT.AI combines the best of human and artificial intelligence to fix call center QA and improve customer experience, not just automate it.
CSAT.AI - CX
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Proactive feedback improves customer experience.
- Realtime feedback for agent, Grammar alert, Offensive language PREVENTED.
- Agent Scorecard, CSAT score breakdown by tags.
- Score breakdown by metrics.
- Agent Harassment notification in real time.
- $29.95per month / agent
Almost half of all agents surveyed think they lack adequate tools to measure and report metrics relevant to their success. CSAT.AI helps your KPI’s with measurements that proactively improve your agents First Contact Resolve Rate (FCRR). Dramatically impacting your CX.
Agent Scorecard
CSAT.AI Keeps the SCORE. Now your managers and agents spot trends across the entire contact center or delve into the progress of an individual agent.
CSAT.AI Metrics:
- WOW! Service
- Query Resolved
- Empathy
WOW! is when your agent actively engages your customer and goes above and beyond customer expectations!
Customers can be… rude, not just a little bit, but aggressive and even mean. CSAT.AI informs managers when the customers misbehaved, the managers could be flagged to consult with the agents. This gives the agents a moment to relax, catch their breath and reduce stress, know that they matter. Ultimately STOPs agent churn.
How it works
CSAT.AI runs within Zendesk as an extension on the side bar. We recommend starting with CSAT.AI – QA, get a holistic view of your customer service landscape. With the agent scorecard, you can measure your agent’s performance and create a better coaching and mentoring program.
CSAT.AI – CX scores agents while they interact with customers in real time. Agents see how they are being scored and can improve those scores proactively with each customer engagement. The agents see their stars as they answer questions. Now you can leverage a combination of metrics and KPIs to build an effective omni-channel customer success strategy.
Getting started is easy
If you have 10 agents or 100s we have you covered. These tools are meant to help agents know if they are doing a good job and providing the opportunity to fix any issue before ending the engagement. This is how we feel about you too!
Effective Tools → Agent Success → Company Success
