In-chat survey is the type which is triggered by an operator to a visitor’s console during an ongoing chat.
Note1– When agent sends an In-Chat request to the visitor, the associated questions and answers will be only visible on the agent screen when all the questions have been answered by visitor.
Note2– Answering the questions of In-Chat survey is totally on the discretion of visitor hence no questions can be made mandatory to answer.
The sole purpose of implementing an In-Chat survey is to achieve high NPS i.e. Net Promoter Score. This is a value ranging from -100 to 100 which is used to measure customer’s loyalty and recommendation regarding company’s product.
•To view In-Chat survey, select In-Chat from Select Survey Type dropdown box and the system redirects to the following screen-
The page displays the created in-chat surveys where admin can manage them.
The In-Chat survey conducted during chat process could be viewed in Chat Transcript Report under Survey tab.