Follow Up on Low CSAT Scores Automatically
Turn unhappy customers into advocates by addressing issues fast.
Nora monitors Zendesk CSAT ratings, triggers automated follow-ups for low scores (<3/5), and escalates issues to management for immediate remediation.
After a support ticket is resolved and the customer rates satisfaction, Nora checks the score. If a customer rates 1 or 2 stars, Nora immediately sends a follow-up email asking what went wrong and offering a remedy (refund, credit, expedited resolution). The ticket is simultaneously escalated to the support manager with full context so they can reach out personally. If 5+ customers give low ratings within a week for the same issue, Nora alerts the team that a systemic problem exists and suggests an FAQ or product fix. Unhappy customers get a follow-up while the problem is still fresh, which is while it is still fixable. The same replies surface product bugs that would never have been filed as bug reports.
Runs real-time when csat is submitted using Zendesk and Slack, run by your Customer Support.
How it works
- Monitor Zendesk for new customer satisfaction ratings
- Flag tickets with scores <3/5 (unsatisfied)
- Send automated follow-up email asking for details and offering remediation
- Escalate low-CSAT ticket to support manager with full conversation context
- Track if multiple low scores appear for same issue/error
- Suggest FAQ or product fix if pattern emerges
Frequently asked questions
What does "Follow Up on Low CSAT Scores Automatically" do?
Nora monitors Zendesk CSAT ratings, triggers automated follow-ups for low scores (<3/5), and escalates issues to management for immediate remediation.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Zendesk and Slack, run by your Customer Support.
How much time does this save?
Saves approximately 2 hours/week, running real-time when csat is submitted.
Connects to
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