LiveHelpNow Help Desk

Support Center

BASIC

ADVANCED

Exact Match:

  • Home
  • Categories
  • Home
  • Categories
  1. Home
  2. Categories
  3. How to Setup a Post Chat Survey

How to Setup a Post Chat Survey

  • Date updated 2019-03-18
  • Author LiveHelpNow
  • Comments 0
  • Rating
  • Categories
  • Live Chat System
  • Tags
  • post-chat surveys
  • post chat survey
  • survey
  • net promoter score

How do I configure post-chat surveys?

A Post-chat survey is a must have live chat software feature if you would like to capture customer feedback on their experience with your operators. It will help you improve the way customers are handled by your support staff.

In the future we will be developing a Net Promoter Score (NPS) version of the post-chat survey.

To enabled post chat survey please follow these steps:

  1. Switch to Admin Panel > My Account > Surveys.

  2. Click [+ Add survey] at the top right.

  3. You can setup up to 10 questions for the survey. Customers will be able to reply to your questions on a 1 to 5 scale.

  4. It is important to change "Submissions per visitor" value to 0. The setting controls how many times the same customer may submit a post chat survey within the specified time frame.
    So if the value is 0, the same visitor may submit post chat survey unlimited times. If the value is 24, the visitor may submit only 1 survey within 24 hour period. While testing the feature it is recommended to change this value to 0.


  5. Scroll down and select [Add survey] to save your settings.

  6. If you are using classic popup chat window please Switch to Admin Panel -> Chat System ->Customization-> Chat window, Select the chat window you'd like to apply this post-chat survey to, Scroll down to Show survey: and select the survey you added. Save your chat window.



  7. If you are using modern embedded chat widget, please switch to Admin Panel -> Chat system -> Installation -> Embdedded, Select the widget you are using, select survey to attach to the widget and click "Save" button.

Now your customers will be presented with post-chat survey after completion of a live chat session!

Note: A customer must click on the End Chat icon in the chat window in order for a survey to show.

To make sure every customer gets a chance to submit a survey it is also a good idea to enable automatic chat transcript emails to customers:
http://help.livehelpnow.net/article/1/25908/How-to-configure-automatic-chat-transcript-emails-with-a-survey 

Rate this article


Your email is now subscribed to alerts for this article

Your email is not subscribed to alerts for this article

Subscribe to alerts for this article below

Unsubscribe to alerts for this article below


Leave a comment?

Related articles

  • Is it possible to block IPs from starting a chat session?
    • 25097
    • 60
    • 0
  • Can I monitor visitor traffic on my eBay auction page?
    • 26878
    • 59
    • 0
  • Multiple chat buttons on multiple web pages
    • 23055
    • 60
    • 0
  • How do I change the message that appears when I terminate a chat session?
    • 19031
    • 58
    • 0
  • How do I customize the Welcome Message Sent at the start of a Chat Session?
    • 19689
    • 58
    • 0
  • How to Collect Visitor Information with Live Chat
    • 21361
    • 61
    • 0
  • Live chat installation on multiple websites
    • 33219
    • 74
    • 0
  • Mobile Chat - Live Chat for Mobile
    • 27206
    • 31
    • 0
  • Installation as a Tab Slideout - LiveHelpNow HelpOut Tab
    • 38607
    • 35
    • 0
  • Showing operator photo in chat
    • 19137
    • 59
    • 0

Popular Knowledge Base Articles

  • Customize with different languages
    • 22010
    • 27
    • 0
  • LiveHelpNow Section 508 Compliance & Accessibility for Visually Impaired Users
    • 17243
    • 61
    • 0
  • Unsecured content warnings
    • 16354
    • 57
    • 0
  • HelpOut Tab - changing Chat, Ticket and Callback button images
    • 24102
    • 27
    • 0

Knowledge Base Authors

  • Michael Conde
    Michael Conde
    Total articles: 10
  • LiveHelpNow
    LiveHelpNow
    Total articles: 254

Company Sites

Home

Blog

Categories

  • General Questions
  • Getting Started
  • Customization
  • Advanced Customization
  • Troubleshooting
  • All Categories

Connect With Us

  • LiveHelpNow, LLC
  • Customer Service Software
  • 515 S West End Blvd
    Suite 202
    Quakertown, PA 18951

  • 8775483001
  • help@livehelpnow.com
  • https://www.livehelpnow.net
    Powered by LiveHelpNow customer support suite