Overview

Measure and improve your ITSM workflow with user satisfaction surveys and review process tools.

Benefits

• Improve customer satisfaction, experience, and loyalty.

• Develop an operational understanding of customer satisfaction.

• Track agent performance and customer satisfaction trends.

• Improve customer service skills.

Key features

• Automated NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) reporting within JSM.

• Assign and comment field for internal case reviews.

• Customizable survey questions.

• View customer tickets and survey history.

• REST API to extract data.

Use cases

• Customer help desk

• ITSM service desk

• Knowledge centered support (KCS)

What's next

• Building the survey's questions and language