A New Way to Monitor QA and CSAT Feedback in One Tool
MaestroQA and Delighted have partnered together to create a more centralized coaching experience for CX teams. Now, Delighted users can easily integrate their accounts with Maestro to further enrich the coaching experience. With more ways to pull various metrics into one place, your Team Leads and supervisors can focus less time on finding information and more time driving Agent performance.
You must have a Delighted account to enable this feature. Contact your CSM to learn more about the integration to determine if it's right for you!
Benefits of the Delighted Integration
Directly integrate your Delighted account to Maestro to surface CSAT scores and feedback from customers
Coach to that feedback directly in Maestro with our updated Coaching Experience.
Quickly identify recent and relevant CX insights with the QA and CSAT Feedback Table.
Highlight CSAT feedback as specific Coaching Points.
How to Enable the Delighted Integration
An admin with a Delighted account must initiate the direct integration with Maestro. Go to Settings > Integrations and click the Delighted tab.
Follow the prompts to enable the integration. Allow 1-2 hours for all tickets to retroactively update with the new Delighted data.
If you have any issues finding the necessary credentials to integrate your Delighted account, follow these additional instructions which we also provide in the prompt, as shown below.
Who Has Access to this Feature?
Once an admin with a Delighted account integrates, all your teams' users will have access to the CSAT data that's pulled in from Delighted for the Agents they have access to.
CSAT Configuration Settings in Maestro
Once Delighted is integrated, Admins can configure how CSAT is structured and displayed within the Maestro platform. Admins can go to Settings > Other Settings and scroll down to adjust the following parameters.
Set Up the CSAT Association Rule
Depending on how your support team handles ticket interactions, we provide three different ways to associate CSAT scores with Agents.
Configure CSAT to Mirror Your Preferred Delighted CSAT Survey Scale
What is your CSAT survey rating scale? Delighted provides various options. Construct your CSAT Survey in Delighted then configure the rating scale in Maestro to match it accordingly.