Measuring customer satisfaction allows you to gauge how pleased customers are with their support experience and pinpoint areas for improvement to drive loyalty and retention. Use this handy template to ensure you gather this crucial metric after every support interaction.

Just head to AI & Automation, select + New workflow and choose the template: Ask for conversation rating.
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Select Use this template and then the channel(s) you want your workflow to function on.

You can select from Intercom's broad range of channels including Web (Messenger), your iOS or Android app, email, SMS, and social media, ensuring a great experience no matter how your customers contact you.

It's a good idea to start small (e.g. on Web) and expand to other channels once you're sure your workflow is working effectively. You can always adjust your channel settings later by selecting the workflow trigger.

Notice that the trigger for this workflow is Teammate changes the state of a conversation and the only state selected is Closed. So this means that this workflow will only ever trigger when a teammate has actively closed a conversation they consider resolved.

When you hit Save and close, you'll find your workflow draft ready for customization.

When a conversation is closed by a teammate, the workflow will wait two minutes in case the conversation reopens (the workflow determines this by checking if the teammate has written a further reply). You can easily customize this wait period by clicking on the action.

After the wait period, the survey will be sent to the customer to give their score and any other feedback they wish to include.

You can also customize this workflow further, if you want.

For example, you can offer specific messages and/or actions based on the rating given, using branches.
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If you do this, it's important click on the CSAT widget and enable the setting Wait for customer to give a rating before continuing the workflow. This will ensure no action occurs until the rating is provided by the customer.

Now, not only can you track customer satisfaction across all your customer conversations, but make sure dissatisfied customers are promptly contacted by your team to address their concerns.

When your workflow is ready, don't forget to set it live.

By using this workflow template and following these simple steps, you'll be better equipped to understand your customers' needs and identify ways to optimize their experience.

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