As Customer Thermometer has grown, one of the markets in which we are most popular is the help desk customer satisfaction survey space. Help desk and service desk customers from right across the world have found Customer Thermometer and have been swapping their existing old-fashioned long form surveys to single click surveys. We are honored to serve this huge volume of users and continually add new features and services to support their growing businesses.
Our focus in the help desk area started when we launched our Embedded Thermometer option. Since then, we’ve been working really hard to ensure that, whatever customer support system you use, we can help both the agents and managers of help desks to get better and more actionable customer insight.
Multi-question surveys for help desks don’t work
If you are using customer satisfaction surveys within your help desk tool, which look similar to the one below, then it’s quite likely your response rates are sub 5%. It’s also quite likely that you’re getting a negative response bias – the customers who do respond, are responding because they’re really disappointed / angry and want to vent their frustration.
The example above was provided to us by a customer, who’s since moved to Customer Thermometer and seen a complete turn around in their feedback.
Here some key reasons why it’s hard to get feedback from your help desk tickets:
- If they have had to raise a ticket or contact you then you are already taking time out their day. Completing your survey introduces an additional burden.
- Many customers won’t make the effort required to fill in a survey unless they are extremely motivated to do so.
- If a customer is busy then providing feedback after a successfully handled support interaction is not likely to be a priority for them. They’ll want to get back to work.
- Most built-in surveys send an additional email, meaning your customer has to deal with even more email during an already-stressed interaction.
Why do Customer Thermometer 1-click surveys work so well?
Our help desk customer satisfaction survey options mean you can embed Customer Thermometer right into the emails you send, whichever system you’re using.
That way, customers can feed back to you right from within the email you send them.
- It makes it simple for them to click and respond
- It respects their time by causing them minimum effort
- It all takes place within a single email, meaning they don’t get overwhelmed by email
- Customers are actually happy to give feedback, if the mechanism is right and it’s timely
- You won’t get a negative-bias in your results
- Your help desk agents get to see how they are being rated
- You get to reward / coach your agents for their performance
- You get real time, identifiable feedback you can take action on
- You can tie feedback back to ticket IDs
- You get to be transparent with your results (click to see our own stream of live ticket ratings, given by our customers)
Customer Thermometer takes literally minutes to integrate into the world’s leading help desk solutions and customer support apps.
By adding our feedback buttons to your help desk’s existing email workflows and automations, you can get real-time, trackable customer feedback about the quality of support you’re providing.
Our service has helped many MSPs and Customer Support professionals increase their survey response rates by up to 10x.
“We’re just amazed at the results that we saw even within the first few days of putting it into use.” HiTech Computers
Help desk customer satisfaction survey integrations
We’re proud to integrate with more help desk, PSA and customer support apps than any other feedback provider.
We can embed one click surveys into all these systems, and many more…
We’ve been embedded surveys into ConnectWise instances for a number of years now. We’ve a great community of ConnectWise users who’ve helped us to steer what we’ve been doing.
Include 1-click feedback buttons into ticket closure emails or project closure emails.
Zendesk is our oldest partner – it’s where we started.
Customers such as Dollar Shave Club rely on Customer Thermometer to get thousands of pieces of feedback from their ticket closure emails.
We can also write back our feedback results directly into Zendesk ticket threads:
Autotask is another popular integration we have amongst MSPs.
Again – it’s a simple replacement of the standard ticket closure email survey link, with Customer Thermometer’s buttons…
In mid-October 2016, thanks to a feature request by Customer Thermometer, it is now possible to get identifiable, trackable feedback DURING ticket threads and on ticket closure from inside the Kaseya BMS tool.
Whilst this isn’t a specific help desk customer satisfaction survey tool, it’s important to mention it here. In October 2016, we launched our BrightGauge integration. You can now bring together Customer Thermometer metrics with all of your other important tools, into one place.
We’ve recently added TigerPaw to our integration list. It’s another popular choice amongst MSPs.
One of our oldest integrations. It’s really easy to get feedback from Cases from within Salesforce Desk.
We’re close the Kayako team and have put together a great webinar with them recently on how to never lose another customer, which you can listen to here.
We work with both their on-premise version and their new SaaS version of the tool.
Customer Thermometer is an official ServiceNow partner program member. Thousands of ServiceNow users trust Customer Thermometer for their customer satisfaction assessment.
Customer Thermometer adds flexibility to the native ServiceNow “end of incident survey” to provide you with more customer feedback.
Netsuite capabilities are enhanced with the addition of Customer Thermometer survey functionality. Whether you are Netsuite as a CRM or for company communications Customer Thermometer will give you more survey feedback. By including 1-question satisfaction surveys in your Netsuite communications clients can quickly provide agent ratings using the embedded 1-click rating buttons. Customer or employee feedback appears immediately in your dashboard where you can see real-time analytics feedback on team performance.
With Customer Thermometer its easy to add simple emoticons, rating stars or your own feedback icons to the Landesk emails you send to your customers. They then click the relevant survey icon from within the email message to submit their rating and they can add a comment if they want to. Customer feedback is provided from your survey dashboard in real-time and you can setup email alerts if needed.
Including Customer Thermometer survey rating buttons in your Sirportly ticket reply template makes it quick and easy for customers to provide feedback on the support they’ve received and comment if they want to. Ratings and feedback comments are immediately available from your private survey dashboard which makes it easy to measure support team performance and assess customer happiness.
With the addition of Customer Thermometer your Freshdesk tickets become a valuable customer feedback tool. Simply add Customer Thermometer 1-click feedback buttons into Freshdesk tickets allowing customers to quickly and easily reflect their level of satisfaction. Customer responses and feedback is immediately available from your survey dashboard where further analysis can be carried out.
It’s easy to measure CSAT from your Pulseway PSA tickets using Customer Thermometer. Your customized 1-click feedback survey can be easily added to threads or presented on ticket closure. Ratings and comments are captured and presented from the survey dashboard where further analysis is supported.
By including Customer Thermometer embedded feedback buttons on your Teamsupport tickets customers can easily click a satisfaction survey rating button to let you know about your staff performance. Customer feedback and ratings are available in real time from your dashboard where further analysis can be carried out.
When your customer support team resolves a client query they will trigger an automated response from HappyFox. This message will include an embedded Customer Thermometer 1-question survey prompting the customer to click an icon to provide their satisfaction rating. Customer feedback is immediately presented from your survey dashboard where further examination and analysis is supported.
So whatever you run, if you need a Help Desk customer satisfaction survey, or need feedback on your customer support team, we can help. Grab your free trial today and give us a spin.