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The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>

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Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>

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\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>

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\u00a0<\/p>

Thanks for your patience and support as always.<\/span><\/p>

\u00a0<\/p>

Best<\/p>

Ally<\/p>","url":"\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"5 days ago"},"contentType":"article","type":0,"likes":5,"hasCurrentUserLiked":false}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}">

ATTENTION PLEASE!! Maintenance Hours for Freshworks Community 2.0

5 days ago

• Community
• Using Freshchat
• CSAT

CSAT

Using Freshchat

• 3Topics
• 3Replies

When you subscribe we will email you when there is a new topic in this category

3 Topics

Hi!I really need to measure the satisfaction of calls via whatsapp. However, Freshchat does not allow the survey to be sent via whatsapp. What is the solution for these cases?<\/pre>","url":"\/csat-11418\/csat-or-nps-whatsapp-25619?postid=66285#post66285","creationDate":"2022-09-02T21:20:31+0000","relativeCreationDate":"10 months ago"},"isTopicUnread":true,"privateId":3150,"id":25619,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11418,"isIdeation":false,"url":"\/csat-11418","title":"CSAT","description":"Using Freshchat"},"url":"\/csat-11418\/csat-or-nps-whatsapp-25619","title":"CSAT or NPS Whatsapp","lastPost":{"id":79668,"author":{"id":30900,"url":"\/members\/robl-30900","name":"RobL","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f432c0ea-2c99-40c4-81f4-b486a51798e9.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

If you want to try something else until then we have an app on the marketplace that works by adding a link to a web based survey to the whatsApp message. You can then ask CSAT and NPS if you want.<\/p>

Check it out here:-\u00a0\/\/m.teammarx.com\/apps\/freshchat\/opinyin_surveys_1\/<\/a><\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0<\/p>","url":"\/csat-11418\/csat-or-nps-whatsapp-25619?postid=79668#post79668","creationDate":"2023-06-30T10:57:19+0000","relativeCreationDate":"24 days ago"},"lastReply":{"id":79668,"author":{"id":30900,"url":"\/members\/robl-30900","name":"RobL","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f432c0ea-2c99-40c4-81f4-b486a51798e9.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

If you want to try something else until then we have an app on the marketplace that works by adding a link to a web based survey to the whatsApp message. You can then ask CSAT and NPS if you want.<\/p>

Check it out here:-\u00a0\/\/m.teammarx.com\/apps\/freshchat\/opinyin_surveys_1\/<\/a><\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0<\/p>","url":"\/csat-11418\/csat-or-nps-whatsapp-25619?postid=79668#post79668","creationDate":"2023-06-30T10:57:19+0000","relativeCreationDate":"24 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":66285,"author":{"id":37989,"url":"\/members\/paula-37989","name":"Paula","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b41938a6-4223-485b-ad24-24ed26872b68.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":"

Hi!I really need to measure the satisfaction of calls via whatsapp. However, Freshchat does not allow the survey to be sent via whatsapp. What is the solution for these cases?<\/pre>","url":"\/csat-11418\/csat-or-nps-whatsapp-25619?postid=66285#post66285","creationDate":"2022-09-02T21:20:31+0000","relativeCreationDate":"10 months ago"},"numberOfViews":89,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshchat-11321","categoryId":11321,"title":"Using Freshchat","metaRobots":"index, follow","type":0},"lastPostId":"79668"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"bbd45c741e55782fcfdbd81c4c0e05120158f586","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
       

        
        

         

          

           

            
             

              
             
           
          
         
         

          

           Paula
           Top Contributor
          
          asked inCSAT
         
        
        

         

          

           
CSAT or NPS Whatsapp
            

             

              
             
            
           
Hi!I really need to measure the satisfaction of calls via whatsapp. However, Freshchat does not allow the survey to be sent via whatsapp. What is the solution for these cases?
          
          

           0
           3
           
            

             

              
               

                
               
             
            
24 days ago
          
         
        
       
      

My team turns every interaction in Freshchat to Freshdesk so we can gather more ticket fields and information about our interactions. With that, customers in Freshchat never get the CSAT survey. Is there a way to manually initiate the CSAT rating in the chat window before the chat is resolved and turned into a ticket?\u00a0<\/p>","url":"\/csat-11418\/is-there-a-way-to-manually-initiate-csat-survey-in-freshchat-window-20775?postid=52247#post52247","creationDate":"2021-02-25T23:30:26+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":761,"id":20775,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11418,"isIdeation":false,"url":"\/csat-11418","title":"CSAT","description":"Using Freshchat"},"url":"\/csat-11418\/is-there-a-way-to-manually-initiate-csat-survey-in-freshchat-window-20775","title":"Is there a way to manually initiate CSAT Survey in Freshchat window?","lastPost":{"id":52247,"author":{"id":30453,"url":"\/members\/bafuller-30453","name":"bafuller","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

My team turns every interaction in Freshchat to Freshdesk so we can gather more ticket fields and information about our interactions. With that, customers in Freshchat never get the CSAT survey. Is there a way to manually initiate the CSAT rating in the chat window before the chat is resolved and turned into a ticket?\u00a0<\/p>","url":"\/csat-11418\/is-there-a-way-to-manually-initiate-csat-survey-in-freshchat-window-20775?postid=52247#post52247","creationDate":"2021-02-25T23:30:26+0000","relativeCreationDate":"2 years ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":52247,"author":{"id":30453,"url":"\/members\/bafuller-30453","name":"bafuller","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

My team turns every interaction in Freshchat to Freshdesk so we can gather more ticket fields and information about our interactions. With that, customers in Freshchat never get the CSAT survey. Is there a way to manually initiate the CSAT rating in the chat window before the chat is resolved and turned into a ticket?\u00a0<\/p>","url":"\/csat-11418\/is-there-a-way-to-manually-initiate-csat-survey-in-freshchat-window-20775?postid=52247#post52247","creationDate":"2021-02-25T23:30:26+0000","relativeCreationDate":"2 years ago"},"numberOfViews":89,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshchat-11321","categoryId":11321,"title":"Using Freshchat","metaRobots":"index, follow","type":0},"lastPostId":"52247"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"bbd45c741e55782fcfdbd81c4c0e05120158f586","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

B

bafuller Apprentice

asked inCSAT

Is there a way to manually initiate CSAT Survey in Freshchat window?

My team turns every interaction in Freshchat to Freshdesk so we can gather more ticket fields and information about our interactions. With that, customers in Freshchat never get the CSAT survey. Is there a way to manually initiate the CSAT rating in the chat window before the chat is resolved and turned into a ticket?

0 0

B

2 years ago

It's time for businesses to allow customers friction-less ways to reach out to them, and the most easiest way is to provide customer support on the go. With the Freshchat - Apple Business Chat, your customers can now automatically message your business from within Messages<\/p>

<\/p>

How does this help your business?<\/p>

<\/p>

1. Greater RoI - Businesses achieve a 60% cost reduction per interaction compared to calls ($11 for 1 call vs $5 for chat interaction)<\/p>

2. Greater CSAT - 28% increase in CSAT because of instant messaging compared to long call waiting hours during Q2 2020 (Apr - June)<\/p>

<\/p>

To know how to set up your Apple Business Chat account, click here<\/span><\/strong><\/a><\/p>

<\/p>

<\/p>","url":"\/csat-11418\/reduce-call-volumes-and-customer-wait-times-using-apple-business-chat-19538?postid=50004#post50004","creationDate":"2020-08-20T08:40:12+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":17278,"id":19538,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11418,"isIdeation":false,"url":"\/csat-11418","title":"CSAT","description":"Using Freshchat"},"url":"\/csat-11418\/reduce-call-volumes-and-customer-wait-times-using-apple-business-chat-19538","title":"Reduce call volumes and customer wait times using Apple Business Chat","lastPost":{"id":50004,"author":{"id":47,"url":"\/members\/vishnu-prassad-47","name":"Vishnu Prassad","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

It's time for businesses to allow customers friction-less ways to reach out to them, and the most easiest way is to provide customer support on the go. With the Freshchat - Apple Business Chat, your customers can now automatically message your business from within Messages<\/p>

<\/p>

How does this help your business?<\/p>

<\/p>

1. Greater RoI - Businesses achieve a 60% cost reduction per interaction compared to calls ($11 for 1 call vs $5 for chat interaction)<\/p>

2. Greater CSAT - 28% increase in CSAT because of instant messaging compared to long call waiting hours during Q2 2020 (Apr - June)<\/p>

<\/p>

To know how to set up your Apple Business Chat account, click here<\/span><\/strong><\/a><\/p>

<\/p>

<\/p>","url":"\/csat-11418\/reduce-call-volumes-and-customer-wait-times-using-apple-business-chat-19538?postid=50004#post50004","creationDate":"2020-08-20T08:40:12+0000","relativeCreationDate":"2 years ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":50004,"author":{"id":47,"url":"\/members\/vishnu-prassad-47","name":"Vishnu Prassad","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

It's time for businesses to allow customers friction-less ways to reach out to them, and the most easiest way is to provide customer support on the go. With the Freshchat - Apple Business Chat, your customers can now automatically message your business from within Messages<\/p>

<\/p>

How does this help your business?<\/p>

<\/p>

1. Greater RoI - Businesses achieve a 60% cost reduction per interaction compared to calls ($11 for 1 call vs $5 for chat interaction)<\/p>

2. Greater CSAT - 28% increase in CSAT because of instant messaging compared to long call waiting hours during Q2 2020 (Apr - June)<\/p>

<\/p>

To know how to set up your Apple Business Chat account, click here<\/span><\/strong><\/a><\/p>

<\/p>

<\/p>","url":"\/csat-11418\/reduce-call-volumes-and-customer-wait-times-using-apple-business-chat-19538?postid=50004#post50004","creationDate":"2020-08-20T08:40:12+0000","relativeCreationDate":"2 years ago"},"numberOfViews":27,"contentType":"discussion","publicLabel":"","category":{"url":"\/using-freshchat-11321","categoryId":11321,"title":"Using Freshchat","metaRobots":"index, follow","type":0},"lastPostId":"50004"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"bbd45c741e55782fcfdbd81c4c0e05120158f586","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

V

Vishnu Prassad Contributor

张贴在CSAT

Reduce call volumes and customer wait times using Apple Business Chat

It's time for businesses to allow customers friction-less ways to reach out to them, and the most easiest way is to provide customer support on the go. With the Freshchat - Apple Business Chat, your customers can now automatically message your business from within MessagesHow does this help your business?1. Greater RoI - Businesses achieve a 60% cost reduction per interaction compared to calls ($11 for 1 call vs $5 for chat interaction)2. Greater CSAT - 28% increase in CSAT because of instant messaging compared to long call waiting hours during Q2 2020 (Apr - June)To know how to set up your Apple Business Chat account, click here

0 0

V

2 years ago

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