Customer Satisfaction (csat)
Kustomer is an omnichannel SaaS platform for managing and delivering enterprise customer service. A common performance metric is the Customer Satisfaction (CSAT) score, which is used to gauge how satisfied customers are with their services, products, and experiences.
Our team was tasked with creating a native CSAT tool and functionality within the platform, rather than relying on external 3rd party integrations. This project was tricky in that it affected practically every feature within the Kustomer platform and needed multiple configurations depending on channel type, all while needing to be set up by a non-technical customer.