Definition
Surveys are questionnaires used to collect feedback, opinions, or data from customers, often deployed after a live chat conversation (post-chat surveys) or at specific points in the customer journey.
Why It Matters
Chatway allows you to send post-chat survey after a chat ends which provides valuable insights into customer satisfaction with your support. This feedback helps you continuously improve your live chat service.
Real-Life Use Cases
Immediately after a live chat ends, a short customer satisfaction (CSAT) survey is automatically triggered, asking the customer to rate their experience. Businesses also use post-chat surveys to gather feedback on specific issues or collect testimonials.
FAQ Section
Common types include Customer Satisfaction (CSAT) surveys to rate the chat experience, and Net Promoter Score (NPS) surveys to gauge loyalty.
Surveys are most often presented immediately after a chat conversation ends, either within the chat window or via a follow-up email.
Surveys provide direct feedback from customers, allowing businesses to identify pain points, assess agent performance, and make data-driven improvements to their live chat service.
Yes, Chatway allows you to create a survey of any type by using its built-in survey features to collect valuable customer feedback. This survey will be sent automatically when agent ends the conversation with the visitor.