Collect Feedback Immediately After Support Interactions
You want to: Track how support interactions are received and resolve hidden issues before they escalate or contribute to churn.
Your AI agent can: Follow up after a resolved support ticket, ask simple feedback questions, and escalate poor experiences for review.
What can this AI agent help you achieve?
Increase CSAT response rates
with immediate, proactive follow-up
Catch unresolved problems
and escalate in real time
Improve team performance
with actionable feedback per interaction
Use the agent when:
- A ticket is marked as Resolved or Closed
- You want to measure CSAT per agent or team
- You need to catch issues before a customer churns or complains publicly
What you need:
- Ticket resolution trigger
- Feedback scoring logic (CSAT scale, sentiment tags, escalation thresholds)
- Routing for follow-up based on low scores
How to set it up:
Trigger it:
- Immediately after [Ticket Status] = Resolved
- Optional: when [CSAT Not Collected] after [X] hours
What it says (Sample dialogue)
“Hi [Customer First Name], I’m following up on your recent support request. I’d like to ask how your experience was — do you have a minute to share feedback?”
What it does next:
- If positive → log CSAT score
- If negative → escalate to [Support Manager or QA Lead]
- If no response → tag as incomplete and retry once (optional)
Setup prompt template
Setup Prompt Template
Objective:
- Collect post-resolution feedback on support ticket and flag any dissatisfaction for manual review.
Scope:
- Ask 1–2 quick feedback questions.
- Do not troubleshoot or reopen the case — only collect sentiment and tag outcomes.
Tone and Style:
- Polite and appreciative
- Neutral and efficient, like a smart assistant, not a survey bot
Key Phrases to Use:
- “We’d love to hear how your support experience went.”
- “On a scale from 1 to 5, how satisfied were you?”
- “Your feedback helps us improve — thank you.”
Phrases to Avoid:
- Don’t ask leading questions (e.g., “Was everything perfect?”)
- Don’t assume resolution unless confirmed
Required Actions:
- Greet with [Customer First Name]
- Confirm support ticket interaction reference
- Ask the following feedback questions: (Add your questions, for example:)
– On a scale from 1 to 5, how satisfied were you with the support?
– Was anything unresolved or unclear during the interaction? - If score ≤ [X] → escalate to [QA Owner or Manager]
- If score ≥ [X] → log as [Positive Feedback]
- If no response or unsure → tag and exit, retry logic optional
Escalation Rules:
- Low score or negative comment = flag for review
- High score = tag for reporting
- No response = log and retry (once, if configured)
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