Nautilus Manual After-Call CSAT

The Nautilus Manual After-Call CSAT feature in Nautilus webphone allows agents to select which callers will receive a Customer Satisfaction (CSAT) survey after a call.

Compared to automatic CSAT triggers, which send surveys to every customer, the manual option gives agents the flexibility to decide when to send a survey, allowing for more targeted feedback collection.

Here’s a step by step guide on how to use Nautilus Manual CSAT feature:

1. Inform the Customer
   • Before ending the call, let the customer know that you will be sending them a quick satisfaction survey.
   • For example: “Before I end the call, I will be sending you a quick feedback survey. It will only take a few seconds to complete.”
      
2. Locate the CSAT Button
   • On your Nautilus Talk webphone, find the green CSAT button.
   • It is located between the Call Transfer and Mute buttons.
     
3. Click the CSAT Button
   • When you click this button, the system will:
     1. End the call automatically
     2. Trigger the automated CSAT Message

   • The customer will then be prompted to rate their experience by using the keypad on their phone.

      

Best Practices 👍 

Here are some tips on the best times to send the call CSAT:

💡After positive interactions

• If the conversation was productive, friendly, and the customer’s issue was resolved, send the survey to increase the chance of receiving a positive rating.

💡Avoid sending CSAT after negative interactions

• If the customer expressed dissatisfaction, used offensive language, or sounded frustrated, do not send the survey as this may result in unconstructive or unfair feedback.

💡Be clear and courteous

• Providing a polite notice about the survey makes customers more likely to respond.