Auto-Send Satisfaction Surveys
After resolving a chat, Nora sends a quick 1-question satisfaction survey
You'll never know if customers are happy unless you ask. This automation sends a brief satisfaction survey (CSAT) after each resolved conversation, collecting feedback in real-time.
Customer satisfaction is your best leading indicator of churn. But most support teams never ask for feedback on individual interactions. This automation monitors Intercom for resolved conversations. When a support agent marks a conversation 'resolved,' Nora waits 5 minutes (to give the customer time to act on the answer), then sends a simple CSAT survey via Intercom: 'How would you rate the support you received?' with a 1-5 scale. If the customer rates 1-3, Nora auto-triggers a follow-up: 'We're sorry! Can we help? Reply here to escalate.' If they rate 4-5, Nora thanks them: 'Great! We love you. Have a question? Just message us.' You can configure the survey delay (5 min default), question, and follow-up actions. Nora logs all responses in a dashboard so you can track satisfaction by agent, category, and time period. Example: Your support team resolves 50 chats per day. 48 customers respond to the CSAT survey. 40 rate 4-5 (80% happy). Your manager sees that 8 customers rated 1-2 (tech support issues from one agent, Mike). She coaches Mike, and next week his CSAT climbs to 90%.
How it works
- Nora detects a resolved Intercom conversation
- Waits 5 minutes for the customer to act on the answer
- Sends a CSAT survey via Intercom: 'Rate your experience 1-5'
- If 1-3 rating: sends escalation prompt
- If 4-5 rating: sends thank you message
- Logs all responses in a dashboard for team review
Frequently asked questions
What does "Auto-Send Satisfaction Surveys" do?
You'll never know if customers are happy unless you ask. This automation sends a brief satisfaction survey (CSAT) after each resolved conversation, collecting feedback in real-time.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Intercom, run by your Customer Support.
How much time does this save?
Saves approximately 1 hour/week, running 5 min after conversation resolved.