To improve the quality of digital customer service, NXLINK now supports customer satisfaction survey features across digital channels. Enterprises can configure and launch Customer Satisfaction (CSAT) or Net Promoter Score (NPS) surveys via WhatsApp, Viber, and other channels, enabling comprehensive feedback collection and continuous optimization of customer experience.
Notes:
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The satisfaction survey is only sent when an agent manually closes the chat. If the chat ends due to a timeout (e.g., outside WhatsApp’s 24-hour session window), the survey cannot be sent.
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The survey link is valid for 2 hours. If the customer does not complete the survey within this timeframe, the link will expire.
1. Create a Satisfaction Survey Template
Go to Management → Tools → Templates, select 'CSAT' and click + Add Template.
You need to enter the following information:
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Template Content |
The body content of the survey. |
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Template Name |
Any text. The name will be selectable in the automated response workflow. |
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Template Language |
The language used for the survey content. |
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Survey Type |
Currently supports CSAT and NPS. |
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Pre-Survey Prompt |
A message shown before sending the survey link, reminding the customer to complete it. |
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Header |
The header text displayed on the survey. |
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Survey Content |
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Footer |
Additional text displayed at the end of the survey. |
Once all fields are completed, save the template.
2. Add a Satisfaction Survey to Automated Response Flows
1. Enter the Digital Flow module, and either create a new flow or edit an existing one.
2. In the flow, add the “CSAT” node at any point.
3. Within the 'CSAT' node, select the previously created survey template.
4. Save the updated flow.
Note:
The 'CSAT' node can be added multiple times within the same flow.
The system will use the survey settings from the last 'CSAT' node placed before agent transfer.
After configuration, when a new customer connects via WhatsApp or Viber and the conversation is transferred to an agent, the survey will automatically be sent when the agent closes the chat.
3. Customer Experience
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Customers will receive the satisfaction survey message on WhatsApp or Viber.
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After clicking “Survey”, the survey link will open for them to provide feedback.
4. Survey Reports
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Go to Reports → Interactions → Digital.
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New survey result fields for CSAT and NPS are available.
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If the customer completes the survey, their score will appear here.
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A blank score indicates either the customer did not respond, or the survey link was not sent.
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Go to Reports → Historical Reports → Digital Agents.
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Provides average CSAT scores at both agent and agent group levels.
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Notes on Reporting:
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Only average CSAT scores are supported for agents and agent groups (NPS is not supported).
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The average score is calculated as: Total Received Score/Number of Responses