Hi Folks
We have survey’s set up on our Web chat interaction if the customer ends up talking with an agent. Is there any way of creating a survey that we can ask those who self serve on the bot to fill in. From what I gather it can only be done by the system once the agent ends the interaction, just wondering if thats not right or if anyone is doing something to capture this info.
Thanks
Stuart
Not exactly a survey, but I have built a simple feedback form in Liberty Create which has a link in Connect to complete. Depends if you also use the Liberty Create solution.
thanks Kath, we do use Create as well. How do you position in it in the flow so customers can access it?
Kind regards
In each path after the action - I added a ‘quick reply’ of “Did this help with your enquiry"?” “Yes it did” or “no it didn’t” and then for each of these I’ve added an ‘app action’ with a link to the feedback form. I hope this makes sense. More than happy to talk it through if that helps. I’m sure there are better ways of doing this but it works.
It does make sense Kath, thank you again for replying 