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Topic

    Douglas Henrique
    How to garantee a survey is beying sent after chat
    Topic posted August 8, 2018 by Douglas HenriqueWhiz 
    32 Views, 2 Comments
    Title:
    How to garantee a survey is beying sent after chat
    Content:

    We have a Website Link Survey that is attached to a rule to show it after the chat sessions. However we are getting very low completion results on the report Summary of Website Link Surveys (ID: 7006) compared to the total number of chat transactions on a given month. The number of the chat sessions with a survey completed on the Chat Audit Report (ID: 3047) is also very low.

    Having said that, is there a way to ensure that the survey are being sent for every customer after the chat sessions?

    Answer

     

    • Jess Campbell

      Survey response rates can vary widely, based on survey length, log in requirements, mandatory fields and questions, etc.

      What are your response rates for other surveys?

      Make sure your chat survey rule is set to pop up the survey 100% of the time.

      Also note that if the customers click on the disconnect button, the survey will pop. If they click on the close x in the very top right corner, the survey will not pop.

    • Douglas Henrique

      Thanks for the response Jess Campbell!
      I will respond by topics:

      1 - Survey response rates can vary widely, based on survey length, log in requirements, mandatory fields and questions, etc.

      Yeah, I'm aware of that. Our survey is a simple matrix to evaluate the chat with scores going from 1 to 10.

      2 - What are your response rates for other surveys?

      We got only one more survey; one we use to evaluate the reason the customer left the chat queue. This survey also has only one short list of reasons for the customer to choose from. This survey rate also seems low.

      3 - Make sure your chat survey rule is set to pop up the survey 100% of the time.

      The rule is set to show 100% percent of the time on both surveys.

      4 - Also note that if the customers click on the disconnect button, the survey will pop. If they click on the close x in the very top right corner, the survey will not pop.

      I'm also aware of that. :) My initial question, by the way, is to actually help me to have a better visualization of the number of people who clicked the disconnect button and the actual number of surveys that were showed after chat.

      The ideal setting was to have a report on the number of times a rule were successfully fired. But since this functionality is still on the Ideas Lab I was wondering if there was another way to have this information.


      Currently we have a rate of 10% of the chats with a survey session attached and we don't know if this number is a coherent one.