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 1 day 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" 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" option is not available for customers in other communication channels. Only agent 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.

For your website widgets and mobile apps, you can enable rating separately for anonymous visitors and authenticated users. Read more about the user authentication mode here.
User authentication is not available in messenger integrations, therefore the rating option can be enabled or disabled for all users in these channels.

Chat rating localization

The chat rating in certain communication channels can be shown in various localizations, depending on the user's language preference. In others - it's not possible due to the limitations of the specific messenger 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

If the user has a localization that is not supported, the default one will be displayed, provided that multiple localizations are enabled.

Measure your customer satisfaction

In the 'Reports' section, you can monitor the satisfaction of your customers.

You will find the 'Satisfaction Report' in this section, which allows you to assess your overall performance and the individual statistics of each team member.

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