We also have a post-chat survey which is a useful tool to see what customers think about your support. You can let them rate chats or ask them to leave comments.
You can use a pre-fabricated form or customize it to your needs. Depending on your business profile and the purpose of using live chat you might need different feedback to make your services better. You can experiment with different questions and types of fields.
Follow the steps to add post-chat questions:
1. Login using your admin account.
2. Go to `Chat -> Post chat questions`.
We have 7 types of preset question types which we can make use of to collect basic customer contact info or create a post chat survey.
### Question Types
1. **Thank you message**: adds a short text (this field can be used only once in a survey).
2. **Name**: collects user’s name (this field can be used only once in a survey).
3. **Question**: collects short, open-ended answers.
4. **Single choice list**: lets your visitors select one answer from a defined list of choices.
5. **Dropdown**: allows users to choose one answer from a list of choices presented in a dropdown menu.
6. **Multiple choice list**: lets your visitors select more than one answer from a defined list of choices.
7. **Chat rating**: lets users rate the chat (this field can be used only once in a survey).
While the organization setup, by default the post chat questions are active with the following default post-chat questions will be created.
* type Chat rating -> "How would you rate this conversation?"
* type Question -> "Feedback"
Anytime we can activate/deactivate post-chat questions.
We can also re-arrange the order of questions by dragging & dropping the items in the list.
There is also an option to make the question as required before submitting the form.
On the right hand side of the window we get to see a preview of the post chat questions in Neetochat if the Post-chat questions are enabled.
The agent can view the response to post-chat questions in the visitor info area of the inbox page; for the specific conversation.
