Use chat rating to measure customer satisfaction

Ask your customers to rate their experience after each conversation to track customer satisfaction.

Written by Konstantine

Updated 4 months ago

Chat ratings allow you to measure customer satisfaction after each conversation and track your team's performance.

When the problem is solved, support agents can close conversations by changing their status to "Closed" and chat rating will be displayed automatically.

If the "Reopen closed chats" option is allowed in the Widget customization section, customers may reopen the closed conversation. In this case, they won't be able to rate that chat again.

Each subsequent interaction will be shown as a distinct conversation in the HelpCrunch Inbox.

* The "Reopen closed chats" option is unavailable for customers in other communication channels (email and messengers). Only agents can reopen such chats.

Chat rating scale

In the chat widget (and other communication channels), you have the option to show a rating scale with either three points:

😃 Excellent
😐 Average
😔 Poor

or five points:

😃 Excellent
🙂 Good
😐 Average
😕 Poor
😔 Very poor

In the Settings → Channels → Chat rating you can choose the rating scale and its direction, From Bad To Good, or from Good to Bad based on your preference.

Enable rating for specific communication channels

Each communication channel can have its chat rating feature turned on or off independently.

To activate chat rating, navigate to Settings → Channels → Chat rating. From there, open each communication channel in the list and adjust the switchers to enable the feature.

You can enable ratings separately for anonymous visitors and authenticated users for your website widgets and mobile apps. Learn more about user authentication mode here.
Please note that user authentication is unavailable on messaging platforms (Facebook, Instagram, WhatsApp, Telegram, Viber). As a result, the rating option in these channels can only be enabled or disabled for all users.

Chat rating localization

Chat ratings can be displayed in different languages across certain communication channels, based on the user's language preference. However, in some channels, this is not possible due to limitations within the specific messenger's API.

Channel	Localization options	Notes
Web widget	Multiple active localizations allowed	Read more
iOS app	Multiple active localizations allowed	Read more
Android app	Multiple active localizations allowed	Read more
Viber	Multiple active localizations allowed
Telegram	Multiple active localizations allowed
Facebook	Only one active localization allowed	Channel supports only one localization, which is the default one
Instagram	Only one active localization allowed	Channel supports only one localization, which is the default one
WhatsApp	Only one active localization allowed	Channel supports only one localization, which is the default one

The default localization will be displayed if the user's language is not supported, provided that multiple localizations are enabled.

Here’s how to set up localizations for a messenger channel:

Measure your customer satisfaction

In the Reports section, you can monitor customer satisfaction.

The Satisfaction Report within this section provides insights into your overall performance as well as detailed statistics for each team member.

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