CSAT and Support Reports
Voxtell Chat ยท Run support as a team
CSAT surveys and support reports tell you how your customer conversations are actually going. After a conversation ends, your customer can rate the experience, and reports track conversation volumes, response times, and team performance. Both are part of Voxtell Chat at $25 per user per month.
What it does
Customer satisfaction surveys go out after a conversation ends, so feedback arrives while the experience is still fresh. Instead of guessing whether customers left happy, you hear it from them, one conversation at a time. Over weeks, those ratings add up to a clear picture of how your support feels from the outside.
Support reports cover the other side: how your team is performing. You see conversation volumes, response times, and team performance in one place. Whether a message came in over SMS, WhatsApp, website live chat, Facebook, or Instagram, it lands in the same shared team inbox and counts in the same reports.
The point is what you do with the numbers. When volumes climb on certain days, you staff for them. When response times slip, you catch it before customers feel it. When ratings dip, you read the conversations behind them and fix the real problem, not the one you assumed.
How it works in Voxtell
CSAT surveys and support reports are part of Voxtell Chat, the $25 per user per month add-on to the Voxtell AI Phone System flat plan ($25 per user per month billed annually, or $32 month to month). Nothing to bolt on and no separate tool to buy. As Voxtell puts it: "Everything you need for seamless customer support, all in one place."
Setup is white glove. Our in-house team in Orlando configures Voxtell Chat with you, including your channels, your shared inbox, and your surveys and reports, as part of setup, migration, and configuration. Day to day, conversations from all five channels flow into one team inbox, the included AI Assistant answers common customer questions instantly and hands off to a person when needed, and the built-in knowledge base keeps answers consistent.
It also works alongside your phones. Calls and texts share the same business number, the AI Receptionist answers phones in English and Spanish, and call recording with transcripts covers the voice side. On that phone side, real Voxtell customers have made 2x more calls per day, cut abandoned calls by 25%, and answered 21% faster. CSAT and support reports bring the same visibility to your messages.
How businesses use it
Restaurants
A pizzeria takes questions and orders over SMS and Facebook while the kitchen is slammed. Reports show when messages pile up, so the owner knows which shifts need someone on the inbox. Surveys after each conversation confirm whether hungry customers actually got helped.
Realty
Voxtell realty customers include a Walt Disney World Resort community and The Keyes Company. Residents and renters message over website live chat and WhatsApp, and managers track response times and team performance across the whole operation. CSAT scores give leadership a real number for how residents feel about the service.
Logistics
One Voxtell logistics customer runs 15 locations. Support reports let managers compare conversation volumes and team performance across every location, so a slow desk stands out at a glance. Fixing coverage at one site no longer takes a round of phone calls.
Pet grooming
At a grooming retailer like Woof Gang Bakery and Grooming, staff are mid-groom when booking questions arrive. Response-time reports show whether those messages are waiting too long, and the AI Assistant can answer the common ones instantly. Surveys tell the owner whether pet parents left happy.
RV resorts
Guests message an RV resort over Instagram and website live chat before and during their stay. Conversation volume reports show the seasonal swings, so the front office staffs up before the rush instead of after it. CSAT scores show whether guests felt taken care of.
County health
A county health office answers to residents and to leadership. Reports on volumes, response times, and team performance give supervisors real numbers for staffing decisions and accountability. Satisfaction surveys add the resident's own voice to the record.
Best practices
- Read the conversations behind low ratings. A score tells you something went wrong; the conversation tells you what.
- Watch trends, not single days. One rough afternoon means little; response times slipping three weeks in a row means something.
- Staff the inbox to match your real volumes. Reports show when messages actually arrive, so put people on the inbox then.
- Let the AI Assistant absorb the routine questions. When it answers the common ones instantly, your team's time goes to the conversations that need a person.
- Keep the knowledge base current. The AI Assistant and your team both answer better when the answers they draw on are right.
- Share the numbers with your team. Response times and satisfaction scores improve faster when the people answering can see them.
Common questions
Related features
All featuresCanned Responses and Macros
Saved replies and one-step actions for the questions you answer every day.
Automation and Team Routing
Conversations assign themselves to the right team so nothing sits unowned.
AI Receptionist
Answers every call 24/7, handles common questions, and routes the rest to a person.
See CSAT and Support Reports working for your business
Book a demo and we will set it up around your actual call flow. White glove, from the first hello.