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Customer Feedback Before/After Chat Ending

With TAWK-

1) We are Giving Support, Means a Agent Alice is interacting with customer. Is there something I can send email requesting feedback with our form to it and such email should sent to customer as soon as chat is ended.

2) Same way if I want to collect Feedback as soon as he/she tries to End Chat. I mean before ending chat feedback should be collected?

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Samir Prajapati shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

25 comments

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  • Admintawk.to (top bird!, tawk.to) commented  ·   ·  Flag as inappropriate

    Hi,

    Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions.

    We value your input and we thank you for the continued support toward our product. We assure you that we are continuously working to provide excellent customer support and improve our product - in our pursuit to deliver a great tool for business and an enjoyable user experience overall.

    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.

    Should you have any questions, require assistance, or just want to talk to someone at tawk.to here is a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!

  • Anonymous commented  ·   ·  Flag as inappropriate

    It would be great if there was an option to have a feedback form for company's to record how their staff are performing on the chats.

  • shyam commented  ·   ·  Flag as inappropriate

    It would be good if we can have 5 star rating for conversations as the current one of "thums up and thums down" is not giving us the accurate details.

  • Amanda Howell commented  ·   ·  Flag as inappropriate

    I would suggest making the "survey" not feel like a survey. Research has shown people have a very negative response to the word "survey".

    Just make it simple and you'll get more valuable information.

    TAWK MAY HAVE THE BEST IDEA....

    Thanks for chatting with us. Feel free to ask questions or share ideas below..

    I SUGGEST....

    I also think that "rating" the chat with stars could be ok to do, but people don't really like to "rate" other people. If your sales people have a high conversion rate that should be enough. And it you just invite them to make some comments or give some feedback I think the info will be far more valuable. (

    Hi, thanks for chatting with us.

    If you have feedback, or any great ideas for us to follow, we would love to hear from you. Write as little or as much as you like in the box below.

    Or.... make the space and let us write our own copy. (probably the best)

    This is a wonderful idea! The more engagement we have with our customers, the stronger our community becomes. And people LOVE to have their opinions heard.

  • Brada Maxi commented  ·   ·  Flag as inappropriate

    This is like the most basic feature that almost every other live chat applications already have. I don't understand why didn't they include it in the app, how else can the users track the performance of their agents? The thumb up/down won't help much, or do we need to check each conversation one by one? Please add it asap, and also the result report for easier performance tracking.

  • Jose commented  ·   ·  Flag as inappropriate

    It would be great to add a satisfaction survey at the end of the chats.

  • Anonymous commented  ·   ·  Flag as inappropriate

    You’re always welcome! I’d love to hear your thoughts on your chat experience today. Please take a minute to answer a brief survey after our chat, which is geared towards improving the service we provide. Please rate 5 if satisfied with the service received today.
    Thank you for contacting us. Please feel free to get in touch with us again in case required. Take care and have a great day ahead :)

  • Danielle commented  ·   ·  Flag as inappropriate

    Yes! Please > a post chat survey after someone has ended the chat would be perfect.

  • Lim Ja Shen commented  ·   ·  Flag as inappropriate

    After a chat has finished ask the customer to complete a short survey. hope you think about it

  • Wayne commented  ·   ·  Flag as inappropriate

    Would like to see this feature introduced - would be very helpful to see how our users rate the quality of our support

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