A/B Tests to run on tickets?

This sounds interesting. We haven't done any ourselves, but you you could try different types of CSAT invites and compare the results. Different wording, or one more visual/engaging that the other. You can then track score and response rates by A/B. 

Thanks for the suggestion, Jonathan! We've started messing around with a few subject line tests, but we haven't explored the possibility of adding more visuals yet. It's definitely worth exploring!

Response Time Impact: Test the impact of response time on CSAT by varying the speed of initial responses and measuring customer satisfaction scores. For example, Group A receives a response in under 2 hours, while Group B receives a response in 4-6 hours.
 

Self-Service vs. Direct Support: Direct some users towards self-service resources (knowledge base articles, forums, automated responses) before connecting them with an agent, while others get immediate access to human support. Compare the CSAT scores and the reduction in ticket resolution time.
 

Personalization in Communication: Experiment with varying levels of personalization in your responses. One group gets highly personalized responses based on customer history and preferences, while the other receives more generic, yet still helpful, responses. Analyze the impact on CSAT.
 

Impact of Follow-ups: For one group, implement a strategy where agents follow up on resolved tickets to ensure customer satisfaction, while no follow-up is done for the other group. Measure if follow-ups improve CSAT or lead to any changes in customer perception.

Thank you Brandon! Really appreciate these suggestions!