Klaviyo Helpdesk: CSAT

Why it matters (1 min read)  

Happy customers come back and spend more. A one-question CSAT (Customer Satisfaction) survey lets you spot unhappy shoppers before they churn—and is included in the paid Helpdesk product. 

Before you start  

• You’re on a paid Helpdesk plan
• At least one channel (Web chat, WhatsApp, or Email) is connected to Helpdesk   
• Surveys are sent only when a human agent closes a ticket; AI-resolved tickets are skipped.  
• One survey is sent per closed ticket; multiple tickets from the same customer each get a survey.  

Time required: 5–10 minutes.

Quick-start overview  

• 1 question → sent automatically → results on a dashboard + stored as event on profile to be used for flows and segmentation. 

Use scores to:  

• Identify issues and train your support team
• Create a flow to message an apology or coupon when someone rates ≤ 2  
• Exclude low-CSAT shoppers from promos for 7 days by creating a low CSAT segment.

Step-by-step setup  

1.  Go to Helpdesk ➜ Settings ➜ CSAT Survey.  
2. Toggle ON
3. Edit Message.  

   – Message (≤120 chars). Example: “How would you rate your experience?” 

Decide if you want comments. Check “Add optional text input box” to capture extra feedback.  

1. Edit Text Input. Example: "Good? Bad? Terrible? We want to hear it"

You’re finished—every ticket your support team closes from now on will send a survey requesting feedback from your customers.

What to do with the data (quick wins)  

1. Low-CSAT Win-back flow (template linked)  
   • Trigger: CSAT rating ≤ 2  
   • Action: Send an apology + 15 % off code  
   • Goal: Save the customer and turn a detractor into a promoter
2. Target Promoters
   • Create a segment: “Rated ≥ 4 in last 30 days”
   • Create Customer Hub Content targeting that segment, send special promos via any channel

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3. Coach yourself or your agents  
   1. Filter the CSAT dashboard by agent. Any score 10 % below team average? Review those ticket transcripts once a week.

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Troubleshooting  

• No survey? Make sure a human—not AI—closed the ticket and CSAT toggle is ON.  

• Survey sent, no replies? Customer is not required to submit CSAT

• Still blank dashboard after 24 h? You might be on the free plan—upgrade to unlock CSAT.

FAQ  

Can I turn it off later? Yes—toggle OFF in the same screen; no data is lost.  

Is the survey translated? No