Postcall automatically sends customized CSAT surveys via SMS to customers after Zendesk Talk calls based on configurable scenarios like call type and agent team. The app includes a form builder supporting multiple rating formats (CSAT, NPS, star ratings) and syncs survey responses back to Zendesk Support tickets, while providing analytics dashboards with performance trends and agent leaderboards. Support teams use this app to measure call satisfaction and track agent performance systematically.
Vendor Description
Postcall integrates with Zendesk Talk to automatically send customer satisfaction surveys by SMS.
Create your surveys in Postcall, and then use information about each call to create different scenarios for when a survey will be sent.
A common example would be:
If it's an inbound call
On our support phone line
And the call was handled by our Support Team
Then send our survey
Use Postcall's form builder to customize the questions, and choose from any type of rating you need (CSAT, NPS, Star rating, etc).
Postcall also works with Zendesk Support, to add survey information to the corresponding tickets from the calls.
In Postcall's dashboard, you can review and analyze all the survey responses, see how the scores change over time, and also see a leaderboard of all your agents, so you can see the overall performance of the team.
Installation
You'll need to sign up for a Postcall account, and then connect your Zendesk account (it will need to be an administrator of the Zendesk account who enables the integration). Follow the instruction on Zendesk to authorize Postcall to access your account, and then you'll be redirected back to Postcall. After that, simply create your survey, configure the scenario for sending surveys, and we're all set!
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