Are we capturing NPS and CSAT in our Hybrid chat solution reports?
We configure and execute surveys via ExpertFlow PCS app and the survey reports also go into the survey DB.
NPS questions and responses can be retrieved through PCS reports while basic CSAT questions are also available with a rating scale of 1-5 or 0-9.
For sending it post-chat interaction, agents send an SMS using HC agent gadget carrying a link to the PCS web survey form. Customers open up the survey form in their mobile browsers.