Satisfaction ratings are typically used to gather customer satisfaction information at the end of a conversation between customer service and the user. The use of satisfaction rating features is not currently supported by the WeChat Public Account (Subscription Account) channel.
Star-Level Satisfaction Rating
Star-level satisfaction rating can be implemented on website/H5 embedded App channels.
Step 1: Add New Configuration
Directly access the Management Console, and click Livechat Settings on the left navigation bar to enter the Satisfaction Evaluation page, then click Add Configuration.
Step 2: Set Relevant Parameters
Set the Customer Satisfaction Evaluation parameters, as shown in the figure below.
Automatically send invitations to review upon session termination: Once checked, the system automatically invites users to provide a satisfaction evaluation after the session ends.
Customer service can actively invite evaluations: After checking, customer service can proactively send satisfaction evaluations to users from the console.
Active User Rating: Once selected, users can proactively rate satisfaction within the session window.
Configuration Name: The title of the satisfaction rating is employed for distinguishing various satisfaction ratings.
Rating Level: Opt for star rating, supporting grades from 1 to 10.
Invitation Text: The guide copy when inviting users to rate their satisfaction.
Thank You Text: The copy at the end of the satisfaction rating.
Validity Period: Indicates the validity period of satisfaction ratings. Beyond the specified validity period, the user cannot make valid satisfaction evaluations.
Step 3: Bind the Satisfaction Evaluation
Navigate to the Channel Management page, choose the channel that needs to be bounded with satisfaction evaluation, and click on Edit.
Step 4: Association Successful
Select the satisfaction assessment that you need to link to, click Link, and the association will be a success.
Numeric Satisfaction Evaluation
Numeric satisfaction evaluations are well-accepted for use in WeChat Official Accounts (Service Accounts), WeChat Customer Service.
Step 1: Add New Configuration
Directly access Console, click on Livechat settings in the left navigation bar to enter the Satisfaction evaluation page, then click Add Configuration.
Step 2: Set Relevant Parameters
Set the Customer Satisfaction Evaluation parameters, as shown in the figure below.
Automatically send invitations to review upon session termination: Once checked, the system automatically invites users to provide a satisfaction evaluation after the session ends.
Customer service can actively invite evaluations: After checking, customer service can proactively send satisfaction evaluations to users from the console.
Active User Rating: Once selected, users can proactively rate satisfaction within the session window.
Configuration Name: The title of the satisfaction rating is employed for distinguishing various satisfaction ratings.
Evaluation Level: Choose number rating, supporting evaluations from 1 to 10.
Invitation Text: The guide copy when inviting users to rate their satisfaction.
Thank You Text: The copy at the end of the satisfaction rating.
Validity Period: Indicates the validity period of satisfaction ratings. Beyond the specified validity period, the user cannot make valid satisfaction evaluations.
Step 3: Bind the Satisfaction Evaluation
Go to the Channel Management page, select the channel that needs to bind the satisfaction assessment, click Edit.
Step 4: Association Successful
Select the satisfaction assessment that you need to link to, click Link, and the association will be a success.
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