Post-chat form: Prompt customers for information after chat

Post-chat form: Prompt customers for information after chat

You can prompt customers for feedback after a chat has been closed.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.
  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Post-Chat Form tab, select Show when chat ends to activate the form.
  3. To only show the survey when the chat involved a certain number of communications, select If customer sends more than X messages.
  4. To add standard survey questions, select any of the following options:
    • Net Promoter Score
    • Responsiveness
    • Professionalism
    • Knowledge
    • Overall
    • Comments
    • Custom field
    Tip: To customize or localize the text associated with these options, go to Customization tab > Layered - Details / Pop-up - Details > Post Chat Survey group.
  5. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button.

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.