13 July 2016
Chat for Website Provides In-depth Customer Feedback
Customer service and customer feedback go hand in hand, whether that be via telephone, socially or even through Live Chat. With great customer service, comes great feedback. Feedback is always good for a business to receive; even the negative type is good to hear as it allows the company to identify areas for improvement. And if you receive positive feedback, then it means the business is doing well!
The Click4Assistance chat for website software allows businesses to present feedback surveys after a chat. The standard survey is simply a few short questions that may ask:
Overall, how satisfied are you with the quality of the customer service you have received?
Have you used Live Chat before?
Would you use our Live Chat solution again?
If Live Chat had not been available, what would you have done?
These are just a few examples of the standard questions that may be asked. However, the forms and questions are completely customisable.
KC – part of the K Com Group - have used the customisation to its full advantage, use a 1-10 point score for responses and ask:
What agent were you chatting with today?
My query was resolved at first point of contact
The agent I chatted to was knowledgeable
The agent I chatted to had a good attitude
I am satisfied with my overall experience of KC
192 business survey is very simple also. For example; they ask, “How satisfied are you with the quality of customer service you have received?” With a point score of one to five, one being not too good and five being excellent. Honeywell simply ask; ‘were your questions answered?’ and provide a text box for additional comments.
A handy ‘smartContact’ button can also be added to the sit. SmartContact is a button that can sit anywhere on the webpage and when clicked on, presents data gather forms. For example, Click4Assistance smartContact presents three tabs; Information, Demo and Feedback. These can be customised to the company’s brand with changes to the three tabs.
Companies should update their products and service to improve customer satisfaction. Feedback from customers has helped develop the Click4Assistance chat for website software, as they’re the ones using it every day and they know what will help them run more smoothly. Click4Assistance consistently updates software based on customer feedback, achieving a 97% customer retention rate.
For more information about how chat for website can generate great customer feedback, contact us at firstname.lastname@example.org or give us a call on 0845 123 5871. Why not start a chat and complete our customer feedback survey!