When it might be needed
Businesses need to understand which employees are performing well and which are not. When it comes to customer service, feedback evaluation is crucial. It can apply to various industries such as repairs, technical support, or on-site equipment servicing. Requesting feedback manually consumes managers' time.
How the chatbot helps
The chatbot automatically sends a feedback request to the customer, for example, in CRM or via messenger. This way, statistics with employee performance ratings can be obtained quickly, distinguishing who performs well and who doesn't. It enables establishing a motivation system, such as rewarding employees with bonuses.
Scenario Example
After receiving the service, the bot sends a message to the customer, offering to rate the service:
1 - Everything is bad
2 - I didn't like it
3 - Could be better
4 - Everything is fine, but there are still questions
5 - I'm satisfied, everything is great
Depending on the rating given, the bot either apologizes for the service quality if the rating is low or thanks for the high rating, e.g., if the customer gave a 5. Then, it suggests providing more details about what they liked or didn't like.