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Chat surveys

by Justyna Janowska

Contacting a business through its website shouldn’t be that different from having a one to one interaction with a real person. Knowing your visitors is key to providing a great personal service, and what better way to get to know your customers than to ask for information using chat surveys.

Pre-chat survey

Use the pre-chat survey at the beginning of each chat to collect relevant information. Asking users for name, email or customer ID speeds things up, as you can skip those questions later in the chat. Having such knowledge at hand, you are prepared to provide a better, faster and personalized service.

You can use our window.__lc.visitor parameter to automatically pre-fill the name and email of your website visitors. Start a chat with us to learn more!

Design your Pre-chat survey

Think what info would be most useful during a chat and then ask for it in the survey. You can add as many fields as you like, but the more fields you add, and make required, the less likely people are to chat with you. Three-liners requesting name, email and short description of the inquiry work in most cases.

Enabling pre-chat survey

Making the pre-chat fields required can significantly increase the quality of your chats by limiting the number of accidental visitors. To make the fields mandatory, hover over the survey fields and click REQUIRED and Save changes to finalize.

Making LiveChat pre-chat field required
If you are using the Salesforce or SugarCRM integrations, you can map specific fields from the pre-chat survey to their Salesforce and SugarCRM equivalents.

Prepare your Pre-chat for General Data Protection Regulation

General Data Protection Regulation is almost here! As we know how important it is to take care of your customers’ privacy, we prepared a few ready-made data protection consents and clauses that you can use in your Pre-chat survey. They will inform your customers about which of their data you are going to collect. They will also make sure that your pre-chat survey is GDPR compatible.

Remember that provided data protection consents and clauses are to be considered as general examples. You can use them as they are but we strongly recommend for you to modify their content so that it’ll match your business agenda, based on what data are you processing, for what purpose or for how long you keep them.

How to set it up? It simple! First, add a new Multiple choice list field to your Pre-chat survey.

Add a new Multiple Choice List field to your Pre-chat survey

As a question, paste one of the consents available below and type I agree as the available answer.

Paste one of the consents available below

Don’t forget to mark your new field as required! After that, click on Save Changes button to apply your Data Consent to the Pre-chat survey.

Save changes to your pre-chat survey

And here are the ready-made examples of data protection consents and clauses that we’ve prepared for you:

1. [Data controller notice]
I understand/acknowledge that the controller of my personal data is [your company name] with its registered office in [your business address]. I understand/acknowledge that my personal data shall be processed and transmitted in accordance with the General Data Protection Regulation (GDPR).

2. [Data controller notice]
I understand/acknowledge that the controller of my personal data is [your company name] with its registered office in [your business address]. I understand/acknowledge that my personal data shall be processed and transmitted in accordance with the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (The General Data Protection Regulation – GDPR).

3. [Data processing consent, purpose, retention period, revocation]
I agree for my personal data, provided via chat, to be processed by [your company name] for the purposes of providing support via chat. I agree for my personal data to be processed for the time [e.g. needed to carry out the service]. I understand that the consent may be revoked by sending an email at: [your business email/your data protection officer’s email].

4. [Data processing consent, purpose, retention period]
I agree for my personal data, provided via chat, to be processed by [your company name], for the purpose of [specify the purpose of the processing], for the time of [specify the time of processing].

5. [Sensitive data processing consent]
I agree for my sensitive personal data, provided via chat, to be processed by [your company name] in accordance with the GDPR for the purposes of [specify your purpose of the processing of sensitive personal data]. I understand that the consent to the processing my sensitive data may be revoked by sending an email at: [your business email/your data protection officer’s email].

6. [The data subject’s rights notice]
I acknowledge that I have been informed about the rights I have, in particular the right to access my personal data, to rectify and delete them, the right to limit the processing, transferring, and to demand the temporary or permanent suspension of the processing, as well as withdrawal of consent for processing and filing a complaint to the supervisory body.

7. [Consent for entrusting the data]
I agree to transfer my personal data by the data controller to affiliated companies and other entities whose services are used by the data controller while doing business.

Pre-chat department routing

Having several departments, such as sales or support, you can use the pre-chat survey for smart routing. Let your customers choose whom they need to contact to avoid delays and transfers between departments.

In order to let visitors choose a particular agent or department, you need to add a target group field in you pre-chat survey. Read more

Pre-chat survey after greetings

livechat-prechat-after-greeting

Enhance your pre-chat survey even more by using it with greetings. Before deciding on how you will use this feature, think of your business goals first.

The pre-chat survey after greetings works great if you want to collect users details. Enable it to get to know your visitors and offer a better-tailored experience. Even though, the number of your chats may drop, their quality is bound to be higher.

On the other hand, no pre-chat survey means less barriers. So disable the pre-chat survey after greetings if you want your chat to be more accessible to your visitors. It is best to try both approaches to see which works best for your business.

Enabling the pre-chat survey for greetings is very easy.
Login as an Admin or Owner and go to the Pre-chat survey section of your control panel. Tick the option to Show pre-chat survey after greeting and finalize by clicking Save changes.

Enabling pre-chat survey after greetings
If you are using the Starter plan, the pre-chat survey will always show after greetings.

Facebook login

Our Facebook login integration is another way of having some basic information about your visitor from the very beginning of the chat.

Thanks to this integration, your visitors will be able to login with their Facebook accounts, giving you a number of valuable benefits. You will see customers’ names, e-mails and pictures along with any public information on their Facebook walls.

You can enable the Facebook login option in the Pre-chat survey section of the control panel. You have to click Log in with Facebook and then on Save changes.

Adding facebook connect to LiveChat prechat
If you have both, the pre-chat and Facebook login enabled, your visitors will be given a choice at the beginning of each chat. They can either fill in the pre-chat survey or use their Facebook accounts to start a chat.

Post-chat survey

We also have post-chat survey which is great to see what customers think about your company. You can let them assess your agents or ask them to leave comments.

To set it up, go to the Post-chat survey section. You can use the default forms or customize it to your liking. Remember to click on Save changes after you are done setting it up.

post-chat survey in LiveChat
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