Whenever a staff member marks a support chat as "resolved", immediately prompt the user to rate the quality of the support staff's service on a scale of 1-10 (10 being the best)
in progress
Scott Hughes
If the user rates the staff member's support as a 10/10, allow the user to optionally provide written comments.
If the user rates the staff member under 10, require the user to include written comments to explain what the staff member could have done better.
If the rating is under 10, send the rating with feedback to management.
If the rating is under 6, assign a new different support staff member to be that user's dedicated support staff for the future. However, we still want to be sure management checks and resolves the issue in the meantime, both to (1) make sure the user gets their matter fully resolved and (2) so the staff member who provided the allegedly poor support can be coached and trained so they can provide better support in the future. The point of assigning a new dedicated support specialist isn't to have them deal with the current unresolved problem, but rather for if and when the same user has a totally different issue in the future.
The full implementation of the above suggestion will require first completing the below suggestion:
88_keys_to_ my_heart (88_keys_to_my_heart)
When will this be tentatively finished? The assigned person I am chatting with in support does not seem to be able to understand what I say. I would like to give them a rating with a comment.
Sarah Summers
Hi Scott Hughes and Alejandro Mancilla, I hope you are both well! It seems this system is a little flawed at the current time. There are multiple staff in one chat, but the rating is going to the first staff member who replied. In many cases, it is not the first responder who issued the incorrect or "less than 10" support, but a different staff member who responded later on in the chat. Any way we can get this resolved and updated? Perhaps the member who is rating the staff can specify the staff member or members they are referring to specifically?
Alejandro Mancilla
Sarah Summers Hi!
Ideally, the goal is that each user is helped only by one member of the staff, their “assigned staff member”, who is usually the first staff member who replies to their inquiry over the chat. I currently have on my list to update the system so the rating goes not to the first member who replied, but to the last one, the one who marked the chat as resolved.
Since all the efforts are focused on achieving this goal, I’m not sure if we should change the rating system that much. Perhaps we could only add a legend asking the member to specify the name of the staff member they are referring to (only if they were helped by more than one member). Scott Hughes, what do you think?
Scott Hughes
Alejandro Mancilla I hope all is well with you. Can you prioritize this change?
Alejandro Mancilla
Scott Hughes
Hi!
Sure. I will work on it :)
Scott Hughes
in progress