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Karen

← Customer Feedback for tawk.to

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  1. Customer Feedback Before/After Chat Ending

    526 votes
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    56 comments  ·  Feedback » New features  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) responded

    To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions. Currently, we have the Sentiments feature in which the visitor can click the thumbs up and down rating in the chat widget as a way of giving their feedback to the chat agent. We have taken note of your suggestion and will post updates once the feature has been approved and 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!

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    Karen commented  · 

    I think this is a great idea, if it allows the customer to give feedback/survey on how the chat session was, and not just a thumbs up/down. This also allows greater analysis when it comes to your support agent performance.

    Karen supported this idea  · 

  2. Extraction of customer name for shortcuts: example: Hello %visitor.name%, My name is.....

    824 votes
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    69 comments  ·  Feedback » Improvements  ·  Admin →
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    planned  ·  Admintawk.to (top bird!, tawk.to) responded

    To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. The feature allowing users to enhance Shortcut functions with personalization is currently being constructed. Our engineers are working on it, and updates will be posted once it 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!

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    Karen commented  · 

    We've tried a few free live chat, in which they have a feature I think would be great if Tawk can include.

    For canned responses,

    Eg, Hi, my name is {agentname}, how can I help?
    The {agentname}: is auto captured based on the agent that is replying to the chat

    Eg, Hi {clientname}, how can I be of assistance?
    The {clientname}: is auto captured, and this will be the first message they see when chat is activated.

    I think that although we're using live chat, it will be great to make the clients feel that the messages are personalized. It's these little efforts that shows the difference between humans and robots.

    Karen supported this idea  · 

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