Because Repay HRM attaches importance to the quality of customer service and wants to improve this customer-driven, it was decided to use the CYS software for the satisfaction survey.
Simple data link
Every day, Repay HRM handles customer queries with tickets in Freshdesk. When the issue is resolved, the ticket is closed in Freshdesk and this is the trigger to send an investigation invitation to the customer.
Each evening, Freshdesk automatically creates a data file containing all customers for whom a ticket has been closed that day. This data file is placed on the SFTP server and then automatically read into CYS.
The CYS software then checks whether customers are not double in the file and whether there are no people who have recently received an invitation. These are automatically put on the ‘blacklist’. For all other customers, the invitation is placed in the ‘scheduler’. This automatically takes care of sending invitations the next morning.
Respondents’ answers are stored in the CYS database and are immediately visible in the Repay HRM reporting environment. In addition, the answers are also ‘sent back’ to Freshdesk, where agents can see the results of individual customers they have helped themselves.
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