Feedback

Estimated reading: 3 minutes

Overview

The feedback module in WhatCX is a feature that allows businesses to gather customer feedback on their customer service agents. This module enables businesses to send surveys or review requests to customers who have interacted with a specific agent via WhatsApp, and it provides tools for collecting and analyzing the responses.

By using the feedback module, businesses can gain valuable insights into their customers’ experiences with their customer service agents, which can help them improve the overall quality of their customer service.

How to Configure the Feedback Bot

To Configure Enquiry in WhatCX follow the below steps –

1. Login to WhatCX and navigate to Feedback in the left panel
2. You’ll see all Feedbacks that have been received till now in the below screenshot
3. You now click on Configure. Please note that you need to Configure your Feedback templates only in case you want the bots to reply automatically in the Feedback Module

Feedback Bot Status – This is to ensure that you want the feedback bot to be activated or not. In case you want the feedback bot to trigger check the toggle button.
Default Feedback Resolution Message – This is basically the message that will be triggered once you end the Chat with a particular contact.
Agent Rating Message – Once the Feedback bot is triggered, it will now be asked to rate the agent if the issue is resolved.
No Resolution Message – In case the issue the customer raised is not resolved, you can set a No Resolution message that will be triggered
Leave Feedback Message – Here the bot is basically asking the customer to write a message in case they want to.
Thank You End Message – Once the Feedback is done, a thank you message will be sent by the bot.
Sorry End Message – This will be triggered if in case the issue is not resolved.

4. Click on save and the Feedback bot will be configured

We hope this article has helped you better understand how to use the Feedback module and take benefit out of it. Try it now!!