How to Add a Post Chat Survey

 

The 'Post Chat' feature enables you to collect feedback from customers or visitors immediately after a chat session concludes. This feedback is crucial for assessing the performance of your operators and the overall quality of your  ProProfs Live Chat service.

 

You can customize a unique post-chat survey for each operator group using our template. Alternatively, you can integrate surveys from ProProfs Survey or other third-party providers.

 

Here's what the post-chat survey looks like after a chat has finished:

 

post chat survey form

 

Benefits of a post-chat survey:

  • Instant Feedback Collection: Capture real-time feedback to quickly gauge customer satisfaction.
  • Performance Monitoring: Evaluate and enhance operator efficiency and effectiveness.
  • Continuous Improvement: Identify strengths and weaknesses in your service to motivate and guide operator performance enhancements.

 

In this article, you'll learn:

 

1. How to Add a Post Chat Survey

2. To Add a Post Chat Survey Using URL

3. To Customize the Post Chat Survey Text

 

To Add a Post Chat Survey

 

Step 1. Navigate to your dashboard and select "Settings" from the menu bar.

 

Step 2: Choose "Post Chat" from the left sidebar menu to access survey settings.

 

post chat survey option

 

Step 3: Customizing the Post Chat survey form 

 

1. Choose the operator group for which the survey is intended.
2. Toggle the post-chat survey option to on position.

3. Select the 'Survey Text' tab to edit the questions.

4. Enter an email to receive notifications to the recipient when a survey is completed.

5. Edit Form Fields:

  • Click the edit icon (pencil symbol) next to a field to modify it.
  • Set whether fields are required for the user to fill in.

You can change the order of the fields by clicking and dragging them to your preferred position within the form. The drag handle indicates that you can move a field up or down.

 

Click the 'Save' button to apply the new settings.

 

customize post chat survey form

 

Step 4: Adding a new question

  • Click "+Add Question" to add new questions like text inputs, radio buttons, checkboxes, and dropdown lists.
  • Specify whether fields are mandatory by selecting the 'Required' box and customize validation messages if necessary.
  • Click Save to save the changes.

 

add new question to text field

 

To Add a Post Chat Survey Using URL

 

You can also add a Post Chat survey using a URL. To do so,

 

Step 1. Select the "Custom Survey" tab in the Post Chat customization screen.

 

Step 2: Enter the desired survey link in the "URL" field.

 

Step 3: Click 'Save' to apply the new settings.

 

post chat survey using url 
To Customize the Post Chat Survey Text

 

Step 1: Select "Language" from the sidebar on the dashboard.

 

Step 2: Choose the appropriate Group and Language for your Post Chat survey.

 

Step 3: Customize the header and main screen message text, and submit the button in the "Post Chat" tab.

 

Step 4: Click Save to apply the changes.

 

customize post chat form text

 

Note: Whenever you make any changes to the template, you can see its real-time preview on the right side.

 

Your Post Chat survey has been successfully created. If you encounter any issues or have any questions, don't hesitate to reach out to our support team.

 

 

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