Benefits, key features, and use cases
Measure and improve your ITSM workflow with user satisfaction surveys and review process tools.
Overview
Benefits
Improve customer satisfaction, experience, and loyalty.
Develop an operational understanding of customer satisfaction.
Track agent performance and customer satisfaction trends.
Improved 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)