What is the best approach to gather customer feedback after case closures to ensure satisfaction?

Sending an email to the customer through workflow rules after case closure is a highly effective approach for gathering feedback and ensuring customer satisfaction. This method allows for a structured and automated way to request input, making it easier for customers to share their thoughts on the support experience they received.

Emails can be personalized and tailored to engage customers effectively, encouraging them to provide specific feedback related to the service they received. This direct communication also serves to reinforce the connection between the customer and the service representative or organization, leading to improved satisfaction rates.

In contrast, while bot-triggered messages can provide immediate engagement, they may lack the personal touch that a direct email can offer. Assignment rules and auto-response rules focus more on internal processes and immediate acknowledgments rather than actively seeking and measuring customer satisfaction after case resolution. Therefore, utilizing workflow rules to send targeted emails stands out as the most comprehensive approach for gathering actionable customer feedback.