Antbuddy.us
  • AntBuddy Inc Documents
    • WhatsApp User Guide
    • Guide to Setting Up WhatsApp on AntCRM
    • Guide to Managing Chats with Whatsapp Customers
    • How to Add and Use Omni Message Templates?
    • Guide to Setting Session
    • Guide to Creating and sending Whatsapp SMS campaign
    • Guide to Sending the Product Carousel
    • Cross-Channel Campaign Guide
    • Guide to sending Product Sample Messages on WhatsApp (Product Catalog)
    • Guide to Register and Payment
      • Register and Login
        • 1. Register
        • 2. Log in
      • Payment
    • AntCrm Customer Management
      • Settings
        • Create users
        • Create group
        • Invite users to the company
        • View permissions
        • Activity permissions
        • What is Ticket? How to create Ticket?
      • Conversation
        • Omni Facebook user guide
          • 1. Facebook integration
          • 2. Setting Up Facebook Fan page
          • 3. Message Management
            • 3.1. Sending Message
            • 3.2. Viewing Conversation History
          • 4. Comment Management
            • 4.1. Customer Support Commenting
            • 4.2. Hiding comments
            • 4.3. Editing comments
            • 4.4. Delete Comments
            • 4.5. Liking/Unliking Comments
          • 5. Post Management
          • 6. Changing the Session Owner
          • 7. Adding support user
          • 8. Tagging session
          • 9. Sending images
          • 10. Marking done
          • 11. Adding message template
            • 11.1. Add/Edit/Delete templates
            • 11.2. Using message template
          • 12. Setting Up Session Timeout
          • 13. Configuring the Timeout
          • 14. Setting Up Auto-Reply and Sending Messages
          • 15. Setting Up Response Time and Pre-Expiration Warnings
          • 16. Customer operations
          • 17. Marking unread
          • 18. Setting up Omnichannel chat Categories
          • 19. Configuring layout
        • Zalo OA user guide
          • 1. Zalo OA integration
          • 2. Setting page
            • 2.1 Add user support
            • 2.2 Auto assign feature and Assignment Mode
            • 2.3 Configure tagging for new customers
            • 2.4 Configure lead source
          • 3. Message Management
            • 3.1 Sending message
            • 3.2 Viewing Conversation History
          • 4. Changing the Session Owner
          • 5. Adding support user
          • 6. Tags
          • 7. Sending images
          • 8. Marking done
          • 9. Adding Message Template
            • 9.1 Add/Edit/Delete
              • 9.1.1 Adding a Message Template
              • 9.1.2 Editing message template
              • 9.1.3 Deleting message template
            • 9.2 Using message template
          • 10. Setting Up Session Timeout
          • 11. Configuring the Timeout
          • 12. Setting Up Response Time and Pre-Expiration Warnings
          • 13. Marking unread
          • 14. Setting up Omnichannel chat Categories
          • 15. Configuring layout
        • Instagram use guide
          • 1. Instagram integration
          • 2. Using Instagram Omni conversations
            • 2.1 Guide to setting up Instagram on AntCRM
              • 2.1.1 Adding support
              • 2.1.2 Assignment configuration
              • 2.1.3 Interactive Configuration
          • 3. Manage chat with customers
            • 3.1 Send message to customer
            • 3.2 View session history
          • 4. Comment Manager
            • 4.1 Hide comment
            • 4.2 Delete comment
          • 5. Change the person assign to session
          • 6. Adding user support
          • 7. Tags for session
          • 8. Send image
          • 9. Mark as done
          • 10. Adding message template
            • 10.1 Add/Edit/Delete template
            • 10.2 Using messenger template
          • 11. Setting up session timeout)
          • 12. Setting Up Response Time and Pre-Expiration Warnings
        • Whatsapp use guide
          • 1. Integrate whatsapp on CRM
          • 2. Setting whatsapp on CRM
            • 2.1 Adding user support
            • 2.2 Setting close session
            • 2.3 ssignment Configuration
            • 2.4 Interaction Configuration
          • 3. Managing Chats with Whatsapp Customers
            • 3.1 Send message
            • 3.2 Viewing Conversation History
            • 3.3 Changing the Session's Assigned Agent
          • 4. Adding a Support User
          • 5. Tagging a Session
          • 6. Sending image
          • 7. Marking a Session as Completed
          • 8. Adding, Edit and Delete omni message template
          • 9. Session Closure Time
          • 10. Configuring the wait time
          • 11. Setting response Time and Pre-expiration Alerts
          • 12. Creating Whatsapp SMS campaign
          • 13. Sending Whatsapp SMS Campaign
          • 14. Sending the Product Carousel
          • 15. Cross-Channel Campaign Guide
          • 16. Create WhatsApp Template via Meta Business Suite
          • 17. Run Template in AntCRM platform
        • Shopee use guide
        • Live chat use guide
        • Lazada use guide
      • Report
        • View Omnichannel conversation report
      • Customer Experience Management
        • 1. Customer survey setting
          • 1.1 Conversations
          • 1.2 Call Center
          • 1.3 Rating criteria setting
          • 1.4 Setting landing page
        • 2. How to use the Agent interface
        • 3. Satisfaction Report
      • Antring Call Center
        • Setting
          • 1. Antbuddy PC
          • 2. Yealink T19 E2 phone
          • 3. IP Phone Grandstream GXP 1610
          • 4. Reset password for administrators
          • 5. Block spam numbers on the AntBuddy admin page
          • 6. Create a user on Call Center
          • User manual for AntBot ChatBot
            • 1. Integrating multi-channel messaging with AntBot Chatbot
            • 2. The basic features of AntBot Chatbot
            • 3. Use Cases of AntBot Chatbot
            • 4. Detailed explanation of the Chatbot node
  • Integration Document Guide
    • AntRing
      • API Registration
      • Use API
      • API List
      • Error Code
    • AntBot
      • AntBot API
      • Voice OTP
      • HTTP Response
    • AntCrm
      • ApiRing AntCrm apis description
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Customer Experience Management

PreviousView Omnichannel conversation reportNext1. Customer survey setting

Last updated 1 month ago

Customer Experience Management (CEM) is a strategy that helps businesses enhance customer satisfaction and loyalty by managing the entire customer journey, from the moment they become aware of the product/service to when they use it.

Customer service with STANDARDIZED CUSTOMER CARE PROCESS WITH 4 STEPS.

  • Customer Survey: Surveys are conducted across multiple channels, while interacting with the customer on the same channel. Reports will be automatically recorded in the conversation history (Omni) and in the NPS summary dashboard (CSAT, CES)

  • Call Survey: The call evaluation will be recorded, and the customer will choose a rating (1-5) during the call. This ensures customer satisfaction at the end of the call.

  • Message Survey: Supports Zalo ratings, ZNS ratings, Facebook templates, and web chat widgets. Simple configuration across multiple platforms, capturing customer feedback based on needs, and providing timely support when customers are dissatisfied with the service

  • Link Survey - Landing Page: No-code survey with AntBuddy, offering customizable interfaces. Customize your survey link by adjusting colors, logos, content, and survey types to align with your brand identity

Details:

  • Hotline:

+ Send automatic ZNS/SMS containing a landing page for customers to rate on Call popup when the correct call category for rating is selected. + For other categories, there will be a button to send it to the agent for manual execution. + Allows customizing the limit of the number of times rating is sent to ZNS/SMS for each customer by day/week/month/year. + Landing page validity: within the day it was sent.

  • Chat:

+ Send an automatic rating landing page to customers after the conversation ends, for categories that are set up (e.g., Rating category) => Send a "Rate Now" button. + When no category is selected ->can also directly click the Send Rating button to send to customers.. + Allows customizing the limit on the number of times Rating is sent to each customer by day/week/month/year.. + Landing page validity: within the day it was sent.