CSAT Recovery
A low CSAT response is the start of a conversation. This playbook watches every response as it lands, classifies the cause from the verbatim, and triggers the right save outreach within minutes rather than waiting for the monthly CX report.
The problem
CSAT data still tends to surface in a monthly deck. By then the unhappy customer has already moved on, escalated through their AE, or started a quiet evaluation of an alternative. The window to recover the relationship closes long before the report renders.
How DataChi runs it
DataCHI watches CSAT and CES responses in real time across the helpdesks you run, classifies the dissatisfaction reason from the comment, and routes the right save play. Manager outreach for tone breakdowns, refund authorisation where policy allows, a quiet check-in from the account owner, or an escalation to L3 if the underlying issue is still open.
What's included
- Real-time CSAT and CES monitoring across Zendesk, Intercom, and Help Scout
- Reason classification from the verbatim
- Save-play routing per cause and severity
- Manager and escalation workflows with full ticket context
- Closed-loop reporting on save attempts and outcomes
- Recovered-NPS tracking over time, by segment
Who it's for
CX leaders, support managers, and CCOs running a CSAT or CES programme who want recovery to happen in hours, not months.
Outcomes
- Save outreach inside the hour, not the month
- Detractor-to-passive movement visible on the next pulse
Ready to run CSAT Recovery with DataChi?
See the playbook in action with your data, your stack, and your team.
Book a 20-minute demo