04 · DSAT

Catch every negative before it becomes an issue.

A negative rating is a five-minute problem on the day it happens and a churn risk by the time it shows up in a weekly report. Supportman routes every low score to its own channel in real time, so the team sees the bad news first and can respond while the conversation is still warm.

SupportmanAPP10:03 AM

Conversation rated:

•Assignee: Billy Ferrari

•Customer: Lena Fischer ([email protected])

•Rating: 😠

Took three replies to get the issue. [A]

•IQS: 🏆 38

View Conversation

1 reply8 minutes ago

What you get

Dedicated DSAT channel1–2 star ratings route to their own channel so nothing gets missed.

As they come inEvery negative surfaces in real time — no waiting for a weekly report to find out.

Respond immediatelyOne click back into the Intercom conversation to make it right.

Reassign from SlackHand the conversation to the right person without leaving the channel.

The cost of finding out on Friday

Most teams technically have DSAT data — in a dashboard, reviewed weekly, long after the customer has moved on. By then the options are an awkward cold re-open or a silent write-off. Neither wins the customer back.

Caught within minutes, the same rating is a save: the context is fresh, the customer is still around, and a fast, human follow-up regularly turns a two-star experience into a loyal account.

Tuned to how your team triages

Choose whether the channel gets every low score or only the ones with a remark attached, and who gets pinged. The point is a short, honest queue the team actually clears — not another noisy feed.

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