In this article, w've covered:
Introduction: Why Thena CSAT?
The Challenge: Capturing Authentic B2B Feedback
Thena's Solution: CSAT Integrated into Your Workflow
What Makes Thena's CSAT Truly Powerful?
Why This is a Big Step Forward for B2B Customer Support
Practical Use Cases for Your Team
Real Feedback, Real Improvement for B2B Support
At Thena, we believe that truly understanding your B2B customers is the bedrock of exceptional support. It's not just about resolving issues; it's about learning from every interaction to continuously get better. That’s why we’re excited to introduce Thena CSAT – our intelligent, multi-channel solution designed to capture real-time customer satisfaction, right where your conversations happen.
The Challenge of Capturing B2B Feedback
Collecting meaningful customer satisfaction scores in the B2B world can be tricky. Traditional survey methods often feel detached from the actual support interaction, leading to low response rates and delayed insights. Your customers are on Slack, MS Teams, and email – they expect a frictionless experience. Sending them off to a separate survey link can break that flow and make feedback feel like a chore, not an opportunity to improve. Without consistent, integrated feedback, it's hard to truly gauge your team's performance or pinpoint areas for genuine improvement.
Thena's Integrated CSAT Solution
Thena CSAT is built to make feedback collection a natural extension of your support interactions. Imagine the simplicity: once a ticket is resolved, your customers automatically receive a brief, customizable satisfaction survey directly on the same channel where they communicated – be it Slack, MS Teams, or email. This in-channel approach means higher response rates and more authentic, immediate feedback. The survey prompts are delivered by a bot that adopts your organization’s name and icon, ensuring a consistent, professional, and branded experience. It feels like a natural part of your communication, not an interruption.
Powerful Features of Thena's CSAT
We’ve engineered Thena CSAT to provide deep insights and actionable data, not just scores:
Multi-Channel Collection: Automatically send CSAT surveys directly within Slack, MS Teams, and email. This meets your customers where they are, making it incredibly easy for them to provide feedback and boosting your response rates.
Automated Triggers: Configure surveys to be sent automatically when a ticket is closed or marked as resolved. This ensures feedback is collected promptly after the interaction, when the experience is fresh in the customer's mind.
Customizable Surveys: Design your CSAT questions and rating scales to perfectly fit your team's needs and goals. Whether it's a simple thumbs up/down or a numeric scale, you control the experience. You can also add optional follow-up questions to gather more qualitative insights.
Contextual Feedback: Every CSAT response is directly linked to the specific ticket and agent involved. This means you don't just get a score; you understand what interaction led to that score, enabling targeted coaching and performance review.
Actionable Insights & Reporting: Dive into dashboards that show your CSAT trends over time, by team, by agent, or even by ticket type. Identify your strengths and pinpoint areas needing attention, transforming raw data into clear paths for service improvement.
No Friction for Customers: By collecting feedback directly in their preferred communication channel, customers don't need to click external links or navigate new interfaces. This makes giving feedback a quick, effortless action.
A Big Step Forward for B2B Support
Thena CSAT transforms customer satisfaction measurement from a passive exercise into an active driver of service excellence. It empowers your B2B support teams to:
Build Stronger Relationships: Regularly demonstrate that you value your customers' opinions and are committed to improving their experience.
Identify Pain Points Quickly: Get immediate, specific feedback that helps you uncover and address issues with your product, process, or support interactions.
Empower Your Agents: Provide agents with direct feedback on their performance, helping them grow and excel. Celebrate successes and offer targeted coaching where needed.
Drive Continuous Improvement: Use real data to make informed decisions about training, process adjustments, and resource allocation, leading to consistently higher satisfaction. It’s about turning every support interaction into a learning opportunity, ensuring your B2B customers feel heard, valued, and genuinely supported.
Practical CSAT Use Cases
Here’s how Thena CSAT can work for you:
Post-Resolution Survey:
Trigger: Ticket closed
Action: Send CSAT survey on originating channel.
Benefit: Capture immediate satisfaction feedback on the resolution experience.
Agent Performance Review:
Insight: Track CSAT scores per agent.
Action: Identify top performers for recognition; pinpoint areas for coaching.
Benefit: Drive individual and team growth based on customer sentiment.
Service Improvement Projects:
Insight: Notice a dip in CSAT for a specific product area or ticket type.
Action: Investigate root causes, implement process changes.
Benefit: Proactively improve your service quality based on clear data.
Customer Relationship Management:
Insight: Identify accounts with consistently high or low CSAT scores.
Action: Reach out to delighted customers for testimonials; proactively engage with dissatisfied customers to re-establish trust.
Benefit: Strengthen customer loyalty and prevent churn. Thena CSAT isn't just a reporting tool; it's an integral part of cultivating stronger customer relationships and fostering a culture of continuous improvement within your B2B support team.
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