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When we speak about users' satisfaction, we think about CSAT, NPS, Handover, etc. rates

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When we speak about users' satisfaction, we think about CSAT, NPS, Handover, etc. rates

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... So, what can we do to increase chances of user's satisfaction + get positive feedback?

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... So, what can we do to increase chances of user's satisfaction + get positive feedback?

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This helps to understand their attitude to what's happening

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Empathy is the key! Show it once you have issue details together with the issue acknowledgment (Example)

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Empathy is the key! Show it once you have issue details together with the issue acknowledgment (Example)

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Acknowledge the issue to show you understand what's going on

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Acknowledge the issue to show you understand what's going on

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"Okay, let me check what's the issue with making payment using Cashfree provider for you really quick"

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Deliver info with all the details + show empathy

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Deliver info with all the details + show empathy

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"Please note that payment options and payment details aren't transferred from site to site. Since it's a different site, you should set all payment options from scratch"

+

"I totally understand that it's important for you to have these details on a new site, however it's only possible to set up payment options again"

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"I understand that this is essential for you to speak to the supervisor who can help you to solve the issue with the account being suspended

In this case I'd like to transfer our conversation to the advanced team, so supervisor could assist you further" (but still user wanted a call, and expert transferred this as a chat)

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Set clear expectations for a user to know what to expect 

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Set clear expectations for a user to know what to expect 

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"Please note that since I work on chats only, I'll request a callback for you so one of my colleagues will call you back asap"

"While we're waiting for the callback, I'll also be glad to check your account details"

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Etiquette is a key to sound and look professional, kind, polite no matter what 

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Etiquette is a key to sound and look professional, kind, polite no matter what 

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Issue solution with all necessary info and details will help for sure :)

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Issue solution with all necessary info and details will help for sure :)

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Ask for feedback when users share their positive thoughts, appreciates your help

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Ask for feedback when users share their positive thoughts, appreciates your help

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Treat escalation seriously: show empathy, set clear expectations

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Treat escalation seriously: show empathy, set clear expectations

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Even when the issue isn't resolved, it's a missing feature, escalation, risk, etc., understanding the issue, setting clear expectations, showing emapthy turns into being a part of the solution, and not a part of the issue.

These things also increase chances to get positive feedback or avoid negative feedback for CC reason.

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suggestion

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ask about their day/mood

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acknowledge the issue

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empathy throughout the conversation

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clear expectations/details

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etiquette

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issue solution

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familiarization

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survey

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survey