Visitor's Feedback
Feedback helps you understand your customers better and how they feel about your website and support. Visitors will be prompted with a feedback form after a chat is ended. Here, visitor can rate the operator based on the options - Sad/Neutral/Happy, and leave any comment.
Analyzing their feedback helps you improve your operators' performance and enhance your customer support. You can view all the visitors' feedbacks by navigating to Feedback section from the SalesIQ dashboard
The Detailed Feedback View
- In SalesIQ dashboard, navigate to Feedback.
- Clicking the feedback icon in the SalesIQ dashboard will enlist all the feedbacks starting from the most recent one.
- Select a particular feedback to open the chat review window.
- On the top right of the chat review window you can find:
- Full view of comment (if any).
- Associated Department.
- Duration of the chat.
- Notes made by the operator during the chat.
- Option to send out a reply email to the visitor (if provided), for a follow up or thanking them for taking the time to rate their operator and leaving a helpful comment.
Filtering Your Feedback
Easily filter out feedbacks by clicking the filter icon on top of the feedback list, apply various filter options to arrive at your desired feedback with ease.
Filter options:
- Operator name - View feedbacks give to a specific operator
- Department name - View all feedbacks associated with the department.
- Rating - View feedbacks based on the rating (Happy/Neutral/Sad)
- Date - View feedbacks based on the time of the chat.
- Brand name - View feedbacks from the visitors of a particular brand(website).
Exporting your Visitors' Feedback
Export your visitor's feedback data to perform further analysis to improve your customer support or send them out to your operators. You can export the visitors's data in .csv and .xlsx format.
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