Adding a Post Chat Survey After Every Live Online Chat Session to Measure Customer Service Quality

Monitoring and measuring certain aspects of your online business and marketing are essential to determine the success of your ecommerce initiatives or if you’re able to meet company goals. If you have a live chat widget added to your website or ecommerce store as a touch point and customer service tool, monitoring and measuring the quality of your live chat customer service and capturing accurately the customer service experience on your live chat investment is now possible by enabling the Post Chat Survey from the Offerchat dashboard.

What is a Post Chat Survey?
A post chat survey is a dialog box that will appear to your website visitors and customers who have just finished a live support chat session with you or one of your customer service staff (live chat agent). It allows website visitors and customers to rate the live online chat they’ve just experience and allows them to put their comments regarding the person they have chatted with and the live chat customer service experience as a whole.

How to Activate the Post Chat Survey

Important: Activating the post chat survey from the dashboard needs administrator/account owner access. To enter the Offerchat dashboard and make crucial changes, log in with your email address and password for your Offerchat account. Once inside the dashboard, follow the steps below:

Step 1
Click a website under your profile. Choose the website where you’d want to have the Post Chat Survey activated.

Step 2
Go to Widget Settings

Step 3
Click the Post Chat Survey tab at the top.

Step 4
Click the Enabled button to activate the post chat survey to appear after every chat conversation ends.

The Post Chat Survey is now activated!

A preview of the dialog box for the Post Chat Survey is displayed in the screen. The color of the box reflects the color of the live chat widget on your website. This will be the Post Chat Survey box your customers will see at the culmination of each chat session. From here on, you’ll be able to gauge customers experience and also gauge your customer service staff’s performance. You’ll see a collated report on this from the Offerchat dashboard.

If you need additional help in activating the post chat survey on your Offerchat live chat widget, or if you have questions with anything, come chat with us at the Offerchat homepage or send us a message using the Feedback button from the dashboard.