Post-chat form: Prompt customers for information after chat
You can prompt customers for feedback after a chat has been closed.
What are best practices for using a post-chat form?
Our best practice recommendation is to enable the post-chat survey to collect feedback from customers on interaction, NPS, and custom surveys.
Additional best practices include:
- Only leverage post-chat form "If customer sends more than X messages." Number of messages may differ on the organization and AMC; however, 3 is a good benchmark. To encourage participation, do not use more than 3 fields in a post-chat form.
- Enable ability for customer to send themselves a transcript. See Allow customers to send themselves a transcript.
- Post-chat surveys enable organizations to measure their customer satisfaction and experience. By running Operator reports, you can see scores by agent and provide coaching to those with lower scores. See Operator Reports.