Would you like to know the opinion of your visitors on the quality of past exchanges with your agents? Send them a message and ask them to fill in a satisfaction survey!
1/ Automatically send this message
When the discussion has ended with the agent, you can send an automated end of discussion message to the visitor. For example, thank your visitor and request that they fill in the satisfaction survey.
To configure the chat behaviour at the end of a discussion, go to the "Settings" tab and click "Chat > Automatic messages > Ending a conversation"
Note: Use the flag to translate this message in any language supported by your agents.
2/ Submit the Satisfaction Survey
At the end of a chat, submit a customer satisfaction survey to your visitor. Go to the "Settings" tab and click "Chat > Satisfaction Survey".
They can note the quality of the welcome, the response time and the quality of the answers provided. Visitors can also add a comment.
Here is how the satisfaction is calculated :
When a visitor completes the satisfaction enquiry :
red : 0%
orange : 50%
green : 100%
In the supervision (average of responses for an agent) :
red : de 0 à 33%
orange : de 33 à 66%
green : de 66 à 100 %
Here are some related articles which we would encourage you to read too: Monitoring visitor satisfaction