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!
The usability of voting is not intuitive at all. Both I as a new user and my first test user didn't feel like we had voted when we pressed it independently of each other. My test user repeatedly deselected and selected other options.
There should at least be some text beneath which says "thank you for your choice" or for a second says "sending..." Then "sent" this would be more intuitive for users.
we should always have a survey or set of questions like how was the user and what did you like in websites or we can edit the questions for the same.
Sam Yates commented
The thumbs up/thumbs down system works for us in terms of what users think of the chat. But the ability to add a customisable 3-5 question survey with the ability to include questions relating to our company and service, as opposed to the actual chat itself, would be extremely beneficial.
Jonathan Muñoz commented
it would be good if the end of the chat one Department will send a survey to qualify as She attended
Dejan Rakezić commented
Thumb up and thumb down is not really noticable and it doesn't provide good feedback about our customer support.
There's already a thumbs up and thumbs down on the widget.
It would be awesome, to promote the best agent and fire the worst agent (No, i'm just joking I can't pay the best agent)
Fabiano Costa Leite commented
In addition to a pre-form, having a post-form to learn some customer issues relevant after the conversation with our operators.
There is a Shortcut type called Survey where you can build a short survey on your own.
Your user can also rate the chat with a <Thumbs Up/Thumbs Down> for really easy experience feedback.
Jacob Sanders commented
Add an option to have a survey after every live chat. This would consist of feedback, yes or no questions, etc. All configurable and optional. This is a must for most companies!