How to increase CSAT scores – a tactical guide

4 Oct 2023

6 min read

Ever felt like you're running in circles, trying to increase CSAT (customer satisfaction), but somehow just not hitting the mark.

You put on your superhero cape every day, ready to save customers from their problems. But still, that satisfaction score refuses to budge.

The struggle is real. We've all been there - fighting tooth and nail with the belief that 'the customer is king'. Yet our best efforts sometimes seem like they are lost in translation.

A game of chess comes to mind – constantly planning strategies, countering moves and always being one step ahead. The end goal? Checkmate! Winning over your customers' hearts and minds.

Consider this your map for navigating the complex maze of boosting CSAT scores. We'll uncover hidden problems through data analysis and quicken responses with AI automation.

Analyse your data to see where the problem may lie

When aiming to increase CSAT, it's crucial to take a deep dive into your customer service data. By doing so, you can spot trends and patterns that highlight areas for improvement.

You might ask: "What ticket types are leading to the worst response?" This is an important question because it lets you pinpoint specific issues causing dissatisfaction. For example, if tickets about delivery delays get low scores consistently, then perhaps your shipping process needs revising.

The same goes for channels. You should be asking: "Which channels cause more problems than others?" Perhaps customers contacting through social media platforms receive slower responses compared with those using live chat or email? Understanding these differences can help guide improvements in how different communication avenues are managed.

Finally, don't overlook potential breakdowns in processes as they could be stealthily eroding your CSAT score. Analyzing end-to-end customer interactions will reveal whether there's a particular step where customers tend to stumble or become frustrated. Is there too much time spent on hold? Are forms too complex?

All of this analysis feeds directly into improving both efficiency and satisfaction – two key drivers of increased CSAT scores.

Increasing speed of response increases CSAT

The digital age demands quick solutions. Waiting is no longer an option; customer satisfaction must be improved by leveraging AI to speed up responses. To increase CSAT (Customer Satisfaction), we need to let generative AI play a key role in speeding up responses.

Studies have shown that fast replies lead directly to higher customer satisfaction rates. It's no surprise - quicker help leads to happier customers.

We've seen this firsthand at DigitalGenius with our automation platform. We were able to reduce G-Star Raw's response time by 60%, causing a significant boost in CSAT scores.

Tapping into Generative AI for Speedier Replies

Generative AI isn’t just about automating responses; it’s about creating personalised, relevant interactions promptly. With its ability to learn from previous exchanges, the technology can give speedy yet thoughtful replies.

This not only increases efficiency but also reduces costs associated with longer handling times. So you're killing two birds with one stone – improving customer experience while reducing operational expenses.

  • A faster reply equals happier customers,

  • Cutting down on costs related to lengthy resolutions,

  • Giving agents more time for complex issues needing human touchpoints.

Add personalisation with generative AI responses

Envision a reality where your patrons have the impression of conversing with someone they know, not an automated system. That's the magic of generative AI.

This technology creates more diverse and personalised responses, making conversations feel natural and unique. It can even understand context, pick up on sentiment, and respond appropriately - just like a human would.

But it doesn't stop there. Generative AI also lets you maintain brand voice across all customer interactions by generating customised responses in line with your company’s tone and style.

For instance, if you run a fun-loving lifestyle brand or are known for quirky humour within the tech industry, your chatbot could mimic that same light-hearted tone when interacting with customers.

  • The result? Improved CSAT scores due to more engaging customer experiences.

  • Better yet? Lower operational costs as mundane tasks get handled swiftly by intelligent automation tools powered by generative AI.

Remove repetitive tasks from agents

Imagine a day where your customer service team doesn't have to handle mundane and monotonous queries. With automation, we can turn this dream into reality.

Automating these tasks not only frees up time for the agent but also increases their job satisfaction as they get to focus on more complex issues that require human intervention. This approach leads to higher quality interactions with customers, ultimately increasing CSAT scores.

The trick is identifying which parts of the workflow are ripe for automation. Consider frequent customer questions or routine procedures that don't need human decision-making skills - these are perfect candidates. DigitalGenius's AI platform does just that by using historical data and patterns in past conversations.

Fewer repetitive tasks mean happier agents... which means happier customers

No one likes monotony; it's demotivating and unproductive. By removing tedious jobs from an agent's workload, you're essentially giving them room to breathe, learn new things, and be creative in their problem-solving approaches.

This kind of freedom helps build an engaged workforce who can use their skills effectively where they're most needed – handling complex problems needing a personal touch. It follows that agents who are happier are more likely to be effective than agents who are not. Clearing out repetitive tasks allows agents to have a better experience, this is exactly what waterdrop found.

Empower Agents to Focus on Delighting Customers

In customer service, an agent's freedom and flexibility are essential. When agents can solve problems as they occur instead of strictly following a policy, customers feel more valued. This approach also lets your team shine with their personal skills and experiences.

Let's look at the work trends for 2023 by Gartner. It shows that empowering employees is crucial in today's ever-changing environment.

This doesn't mean abandoning guidelines or quality control - far from it. Smart people need space to use their problem-solving skills, so empower them by allowing them the flexibility to make decisions and provide training for further development. Don't limit them to scripts or rigid policies; give them room to breathe, adapt, and delight your customers.

  • Implement training programs so agents can enhance their problem-solving abilities.

  • Promote open communication channels between management and staff for better collaboration.

  • Create supportive work environments where creativity thrives alongside professionalism.

The bottom line? Empowering your agents not only increases CSAT but also boosts employee satisfaction – creating a positive feedback loop that benefits everyone involved.


Boosting your CSAT scores isn't just about hard work. It's about smart work too.

  • Analyse the data, dig deep and find out where the problem lies to start seeing improvements.

  • Don't forget - speed matters! Embrace AI automation and see how it can help you increase CSAT swiftly.

  • The power of personalisation shouldn’t be underestimated either. Make use of generative AI for more personalised conversations with customers.

  • Banish those repetitive tasks that keep agents from doing what they do best – delighting customers!

  • In essence, empowering your team is key; give them freedom to fix issues as they arise instead of being tied down by rigid policies.

To truly increase CSAT? Strategise smarter, not harder... And remember: every customer interaction is an opportunity waiting to be seized!