In this heavy competitive world grabbing the customers is not that much easy to do. Almost all the companies have some criteria or scale to handle their customers like CSAT and DSAT etc. Do you think that is enough ? If no, then try our Vembu HelpDesk to provide extraordinary support for your customer to keep them in your pocket.
PEER SAT means, admin should assign leads and senior employees to review their agents resolved(Tickets which are all eligible to get CSAT/DSAT from customer’s) tickets. Assigned leads can review their employee/agent tickets to find mistakes which were done by an employee. Once review has been done by the lead, lead is able to rate that respective ticket and leave a feedback in that ticket. So that employee will not repeat the same mistake in any other tickets. This will help you to provide an enhanced and standard support ticketing between your support employee/agent and customer. Also this PEER SAT will help you to reduce number of DSAT and multiple number of CSAT’s. Multiplying CSAT obviously will multiply your customer’s also.
STEPS TO ENABLE PEER SAT IN VEMBU HELPDESK
⇒ Login admin account and navigate to HelpDesk settings.
⇒ Click Peer Review Panel.
⇒ Choose panel members from the list of available agents and click on save.
After the above steps, PEER SAT enabled users login means they able to see PEER SAT in ticket list page. If user click on PEER SAT drop down means, they will get two options.
⇒ Reviewable Tickets – Tickets that are to be reviewed by the lead.
⇒ Reviewed Tickets – Tickets that are reviewed already by the lead.
To know more about Vembu HelpDesk, please click here .
Got questions? Email us at: vembu-support@vembu.com for answers.
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