{"id":364,"date":"2024-09-18T10:40:21","date_gmt":"2024-09-18T10:40:21","guid":{"rendered":"https:\/\/www.socialintents.com\/blog\/?p=364"},"modified":"2024-09-18T10:40:26","modified_gmt":"2024-09-18T10:40:26","slug":"live-chat-survey-questions-post-chat-survey","status":"publish","type":"post","link":"https:\/\/www.socialintents.com\/blog\/live-chat-survey-questions-post-chat-survey\/","title":{"rendered":"Post-Chat Survey: Learn How to Create Effective Live Chat Survey Questions"},"content":{"rendered":"\n

Want to know how your customer support is really doing?<\/p>\n\n\n\n

A post-chat survey is one of the simplest and most effective tools you can use to gather honest feedback from your customers.<\/p>\n\n\n\n

After wrapping up a live chat conversation – whether it\u2019s with a human agent or a chatbot – your customers are already in the mindset to share their thoughts. That\u2019s where post-chat surveys come in handy. By asking the right questions, you can quickly gauge customer satisfaction, identify any pain points, and get ideas for improvement.<\/p>\n\n\n\n

But not all survey questions are created equal.<\/p>\n\n\n\n

Asking the wrong questions can lead to vague, unhelpful responses, or worse, it can annoy your customers.<\/p>\n\n\n\n

In this article, we’ll break down exactly how to craft post-chat survey questions that get you the feedback you need to improve your customer satisfaction score.<\/p>\n\n\n\n

What Is a Post-Chat Survey?<\/strong><\/h2>\n\n\n\n

A post-chat survey is a handy way for companies to gather feedback from customers right after they\u2019ve finished a live chat session.<\/p>\n\n\n\n

Whether your customers were chatting with a real person or a chatbot, this quick survey gives them a chance to share their thoughts on how things went. It’s a simple but powerful tool that helps you figure out how satisfied they are and what their overall experience was like with your support team or system.<\/p>\n\n\n\n

The Three Types of Live Chat Surveys: What’s the Difference?<\/strong><\/h2>\n\n\n\n

When it comes to gathering feedback from your live chat, not all surveys are the same.<\/p>\n\n\n\n

There are three key types of live chat surveys you can run on your website. Each is designed to target different aspects of the customer support experience.<\/p>\n\n\n\n

Let\u2019s break it down:<\/p>\n\n\n\n

1. Pre-chat surveys<\/h3>\n\n\n\n

Pre-chat surveys are the ones that pop up before the live chat even starts.<\/p>\n\n\n\n

The goal here is simple: gather information from your visitor to help your live agents (or chatbot) better understand what they need from the get-go. By asking a few quick questions – like what their issue is, their preferred department, or even their contact info – you’re giving your support team a head start on solving the problem.<\/p>\n\n\n\n

It\u2019s also a sneaky good sales strategy. If your live chat is part of a sales funnel, a pre-chat form can help guide the conversation in the right direction, allowing your agents to tailor their approach based on what they already know about the customer. This can turn a casual chat into a sales opportunity.<\/p>\n\n\n\n

For example, a simple pre-chat survey might ask, \u201cWhat can we help you with today?\u201d<\/em> followed by options like \u201cOrder status,\u201d<\/em> \u201cProduct question,\u201d<\/em> or \u201cTechnical support.\u201d<\/em> It sets the stage for a smoother, more efficient conversation.<\/p>\n\n\n\n

\"Example<\/figure>\n\n\n\n

2. Post-chat surveys<\/h3>\n\n\n\n

The post-chat survey is probably the one you\u2019re most familiar with – and for good reason.<\/p>\n\n\n\n

These surveys pop up after the chat is over, giving customers a chance to rate their experience and share any final thoughts. Did they get their issue resolved? Was the customer service agent helpful? Did the chatbot give the right answers? This is your chance to find out.<\/p>\n\n\n\n

Post-chat surveys can take many different forms. You can keep it simple with a star rating or smiley face system, or dive deeper with specific questions about the interaction. Some companies like to use a Net Promoter Score (NPS) to gauge how likely the customer is to recommend their service to others.<\/p>\n\n\n\n

No matter the format, this type of survey is all about learning what worked (and what didn\u2019t) during the chat.<\/p>\n\n\n\n

Example question: \u201cHow would you rate your chat experience?\u201d<\/em> followed by a few response options like \u201cGreat,\u201d<\/em> \u201cOkay,\u201d<\/em> or \u201cCould be better.\u201d<\/em><\/p>\n\n\n\n

3. Offline surveys<\/h3>\n\n\n\n

Last but not least, we have offline surveys, which show up in the chat window when there\u2019s no one around to speak with.<\/p>\n\n\n\n

If your live chat is only available during business hours, you don\u2019t want to leave your customers hanging when they visit your site outside of those times. That\u2019s where offline surveys come in.<\/p>\n\n\n\n

Think of them like a lead capture form. These surveys usually ask for basic contact info like name, email, or phone number, so that an agent can follow up once they’re back online. It\u2019s a great way to show visitors that you\u2019re still interested in helping, even if you\u2019re not available at the moment.<\/p>\n\n\n\n

Plus, it ensures that potential customers don\u2019t slip through the cracks just because your chat window is offline after business hours.<\/p>\n\n\n\n

Example: \u201cWe\u2019re currently unavailable, but leave your details and we\u2019ll get back to you ASAP!\u201d<\/em> with fields for contact information and a brief description of the issue.<\/p>\n\n\n\n

\"Example<\/figure>\n\n\n\n

<\/p>\n\n\n\n

Why Run a Post-Chat Survey? <\/h2>\n\n\n\n

Why should you bother with a post-chat survey? Simple: it can do wonders for your business.<\/p>\n\n\n\n

By running post-chat surveys, you get access to valuable insights that can improve customer satisfaction.<\/p>\n\n\n\n

Let\u2019s break it down into four key benefits of using these live chat surveys:<\/p>\n\n\n\n

Assess customer experience<\/h3>\n\n\n\n

Around 73% of customers<\/a> now say that their experience with a company is the number one factor in their purchasing decisions.<\/p>\n\n\n\n

So, where do post-chat surveys come in? They allow you to dig deep into your customers\u2019 experiences with your live chat.<\/p>\n\n\n\n

Are they satisfied with how things went? Did the conversation meet their expectations? By asking the right survey questions, you can uncover whether live chat is working for your brand or if there are improvements to be made.<\/p>\n\n\n\n

Evaluate agent performance<\/h3>\n\n\n\n

Post-chat surveys are like a performance review for your customer support agents. They provide you with direct feedback from customers, which can help you see which agents are killing it and which ones might need a little extra training.<\/p>\n\n\n\n

Why is this important? Because it isn’t unheard of for customers to receive an incorrect answer from a live chat agent. And when that happens, it\u2019s not just frustrating – it leaves a lasting negative impression.<\/p>\n\n\n\n

Post-chat survey results can help you identify those knowledge gaps or issues with your current live chat etiquette that lead to these kinds of bad experiences. Once you know what\u2019s going wrong, you can fix it, train your agents better, and improve the overall quality of your chat support.<\/p>\n\n\n\n

Find out how to craft an effective live chat etiquette for your customer service team here<\/a>.<\/p>\n\n\n\n

Learn more about your customers<\/h3>\n\n\n\n

Want to understand your customers on a deeper level? Post-chat surveys can help with that too.<\/p>\n\n\n\n

By asking the right questions, you can gather valuable insights into your customers\u2019 behavior, preferences, and buying habits. You might discover what they expect from your customer service, what they value most in a support interaction, and how they like to engage with your brand.<\/p>\n\n\n\n

Pro tip:<\/strong> The survey data you collect can even help you segment your customers into different groups. Use this to tailor your marketing and service efforts. You might even uncover new customer segments you weren\u2019t aware of before.<\/p>\n\n\n\n

Spot gaps in your live chat support strategy<\/h3>\n\n\n\n

Last but definitely not least, a post-chat survey can reveal gaps in your live chat support strategy. Think of it like a diagnostic tool. By reviewing survey responses, you can pinpoint areas that need improvement and make necessary adjustments to provide a better overall customer experience.<\/p>\n\n\n\n

For example, you might find out that:<\/p>\n\n\n\n