Predicting Customer Satisfaction Based on Help Desk Data

Customer satisfaction is critical for any business. Good customer care is very important and can lead to increased sales and profit. Customers with any problems contact a customer support in hopes of getting a positive resolution of their problems.Unfortunately, after finishing their conversations with the support, customers tend not to leave any feedback. This fact creates a hard problem of evaluating the customer support effectiveness. In this work, we propose method, which should predict whether a customers problem was successfully solved during an online chat session or not.