What is Delighted?
Delighted is a leading customer feedback platform that provides a seamless way to collect and analyze customer feedback with Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) survey templates.
You can use Delighted to customize and send these quick, two-question surveys for actionable customer insights. The first question asks customers to rate your product or service, and the second question asks them to explain why they chose that rating in a comment box. They also have a feature for adding up to 10 follow-up questions for even deeper insights.
Delighted provides a range of ways for you and your team to gather, view, and act on feedback from your customers. Delighted is optimized to help you gather feedback on an ongoing basis using the platform of your choice, helping you get an instant pulse on customer sentiment.
In the ecommerce world, customers can take their pick when it comes to how they want to connect with you. They can elect to reach out via chat, email, social media, 3rd-party review sites, and more.
For those many customers who never reach out, Delighted plays an important role in proactively prompting them for their feedback so that you can hear from more of your audience across all stages of the digital ecommerce journey.
- Gain crucial customer feedback to boost retention
- Trigger customized email/SMS/web/in-app surveys
- Ready-to-use NPS, CSAT, 5-star, or Smileys surveys
Automatic Analysis of Delighted Customer Feedback with Chatdesk Trends
Analyze Delighted CSAT and NPS survey feedback alongside all the rest of your customer communications in Chatdesk Trends. Chatdesk automatically tags all the feedback to easily surface actionable insights.
Sync Delighted feedback to Chatdesk, and aggregate reporting on customer conversations from all your channels, including email, chat, social, reviews, and more – no manual tagging necessary.
Chatdesk uses machine learning to automatically tag customer feedback and conversations. This allows you to get granular insights and search capabilities, and helps you find opportunities to drive growth across different areas of your organization.
The Chatdesk Trends dashboard delivers 90%+ average tagging accuracy across 70+ tags for ecommerce businesses. It’ll scan through conversations and open-ended feedback to surface trends on shipping, product issues, and pricing, just to name a few.
With this integration, you’ll have the ability to:
- Filter feedback by date, channel, product, and sentiment to make informed decisions and drive business impact
- Compare customer feedback across various channels, including CSAT/NPS surveys, email, chat, social media messages and comments on Ads, Amazon reviews
- Segment by product defects, shipping issues, top reasons for contact, and other company-specific custom tags
- Reduce contact volume to your support team, improve self service for your customers, make product merchandising improvements, and increase repeat sales of your product or service
Additionally, you can launch your Free Trends dashboard in minutes. Chatdesk Trends requires no dev work and has more than 90% average tagging accuracy across 70+ tags.