Subject: EPOS L1 customer support survey - CSAT 1 or 2
From: Epos Audio <[email-masked]>
To: [email-masked]
Date: Thu, 14 Apr 2022 13:23:15 +0000

Hi,

Customer support survey received a bad CSAT value. Check the ticket and response from below and see what actions need to take place.

Zendesk ticket: https://eposaudio.zendesk.com/agent/tickets/212113
Agent: Jeet Behera

Answer summary including all questions.

212113 (Zendesk Ticket #212113, External response)

Page1

How was your experience with Epos Audio?

1

Page2

What areas affected your score?

Knowledge
Speed

Page3

Do you feel like we resolved your issue?

No

Page4

What did you like about our service, and where can we improve?

The service was poor.  The agent wasn't able to help.  He called me back multiple times and he couldn't provide a solution.  He stated the device didn't work with computers, but I told him multiple times we have 30 of these exact devices deployed at our firm and attached to computers (soft phones) and they are working.  The device in question was working for 2.5 years.  I spent at least an hour (total) working with your agent on multiple occasions.  It turned out headsets.com supplied the solution in 1.5 minutes.
Where can we improve, and what did you like about our service?

The recipient did not answer this question.