Rate agent on chat end
Review agent pages that appear when a chat is ended have more chance of collecting the users ratings than the in-chat thumbs.
Maybe include stars, single and message input fields.
To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to write us your feedback and suggestions. Adding enhanced features for agent feedback is currently under review. Our engineers are looking into it and we will update you once this is implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
I would suggest to have the possibility to create an automatic poll at the end. For example. How was your chat experience? (Excellent, Good, Average, etc..)
what do you think?
Wow, i was here to ask for the same thing. Looks like everyone wants it. I hope tawk.to applies it :)
Paulo Cunha commented
in the final of conversation show a satisfaction survey like this
on a scale from 1 to 5 evaluate its operator...
This would be a great feature. Sometimes we just want a really easy multiple choice survey for a visitor to find out about their experience. Preferably there would be an option which would reveal text box such as "other" so they user can free type any comment that the radio buttons don't cover.
After finishing the call , conduct a satisfaction survey with the customer.
If you give the guest the chance to add some information it means people and businesses will be able to get some more information about the guest.
Questions like "How was your chat" "Did you get the answer you needed" would you like to sign up to our mailing list" just a few questions would be great.
So instead of adding a shortcut to ask how they felt their expearnace was when they close the chat it asks them then and then in the admin section or something you can see what it is like?
Bill Sanders commented
Nothing like sending people to the competition to check out a suggested feature. lol
Kain Monty commented
(Note: You can ask a member at the Olark team to end the chat to see part of my idea www.olark.com all of this could go under the new "reporting" section.
An End of chat which allows you to do the following:
(Note: Each of these are once you have submitted the previous questions)
- Select a Thumbs up or Down
- Select a Star Rating (Max 5)
(Note: These are on a Five Star Rating)
- How satisfied were you with this chat?
- How knowledgeable was the chat agent?
- How responsive was the chat agent?
- How friendly was the chat agent?
- Additional Feedback (A Box Appears)
Thank You :D
Remember to Vote for my Idea. :)
Twin Turbocharged Gaming commented
We should. I think it would motivate our agents to do better. Even have a "Best Ratings of the Month" competition. Awards given out on the last day of the month.
1- Very Helpful
3- Not Helpful
4- Not Helpful At All
Van Diekon commented
Here is what I am thinking. You can make a prechat form, and when the chat is complete, or the agent closes it, it will message the user please rate our agent, or whatever the client sets the prechat form to.
They should be attached to each agent, and each agent should have a page on the dashboard with their reviews.
It should be added
It is a MUST
Yes it is a MUST requirement
Luke Thompson commented
After chatting with a visitor and the chat has ended, allow the visitor to give feedback.
Not saying remove the thumbs up/down system at all but yet add, after you click end chat on the client side, have it ask "Would you like to submit a brief survey" etc.
Make the options fully customizable or integrate google forms if you must. Google forms is what my company is using currently but we have been using your tawk too chat as well. We feel like it would be so much easier for it to be automated instead of just our livechat reps sending links to a google form.
This option, should be totally optional in the site dashboard for tawk.to.
How I setting my app for my customer to rate my treatment after the chat ended?
The like function can be quite distracting especially if the customer gives a dislike halfway through the chat, if you could remove or move it to the end of the chat?
Matthew Altman commented
At the end of chat, It will ask the user if they want to participate in a customer survey about the Customer service, if they pick yes then it will take them into it and then There would be like a 1 - 10 rating for how good the customer service rep was and then it will be submitted to the analytics possibly.