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Chat surveys

by Justyna Janowska

Knowing your visitors is key to providing a great personal service. What better way to get to know your customers than to ask for information using chat surveys. With LiveChat you can use a pre-chat survey to gain useful information about the customer and the case even before a chat starts. And a post-chat survey to help you get feedback on your services.

In this article

Pre-chat survey

Use the pre-chat survey at the beginning of each chat to collect relevant information about visitors. Asking users for their 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 more personalized service.

LiveChat Pre-chat survey

How to turn on pre-chat survey

Turning on the pre-chat survey is very easy. All you need to do is go to Settings → Chat surveys & forms → Pre-chat survey. Then, turn on the switch at the top of the section and confirm by hitting Save changes.

How to turn on pre-chat survey

Customize the 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 a short description of the inquiry work in most cases. You can use the preview on the right, to see how your survey looks before saving changes.

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.

There are eight types of fields you can add:

  • Information – lets you add a short text, it could be, e.g. an introductory message or a description of the pre-chat survey;
  • Name – collects user’s name (this field can be used only once in a survey);
  • Email – collects user’s e-mail (this field can be used only once in a survey);
  • Question – collects short, open-ended answers;
  • Choice list – lets your visitors select one answer from a defined list of choices;
  • Dropdown – allows users to choose one answer from a list of choices presented in a dropdown menu;
  • Multiple choice list – lets your visitors select more than one answer from a defined list of choices;
  • Group selection – allows visitors to choose which department they want to talk to and automatically routes the conversation to a group assigned to a particular option.
Pro tip: 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!

How to add a field in the pre-chat survey

First things first, head to Settings → Chat surveys & forms → Pre-chat survey. Then, follow these steps:

  1. Click on + Add element.
Click on add element to add a field in a pre chat survey
  1. Choose a field type you want to add.
Choose a field you want to add to pre-chat survey
  1. Fill in the labels. Take a look at the preview on the right, to see if you are happy with the chagnes.
Fill in labels to add a field to the pre-chat survey
  1. Once you are finished, click on the Save chagnes button.
Save changes made to the prechat survey

How to change the order of fields in the pre-chat survey

Head to Settings → Chat surveys & forms → Pre-chat survey. To reorder, simply drag and drop fields. Remember to hit Save changes when you are finished.

How to reorder fields in the pre chat survey

How to delete a field in the pre-chat survey

Head to Settings → Chat surveys & forms → Pre-chat survey. To delete a field, simply click on the x in the top right corner of the field. Remember to hit Save changes when you are finished.

How to delete a field in pre-chat survey

How to make a field required in the pre-chat survey

Head to Settings → Chat surveys & forms → Pre-chat survey. To make a field required, check the the Required box in the top right corner of a field. Remember to hit Save changes when you are finished.

How to make a field required in pre-chat survey

Making the pre-chat fields required can significantly increase the quality of your chats by limiting the number of accidental visitors.

Pre-chat department (group) 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 talk to, to avoid delays and transfers between departments.

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

Route chats to a group via pre chat survey

Pre-chat survey after greetings

Pre-chat surveys can be displayed after greetings – which means your customers are invited to start a chat first and then need to fill in the survey to be able to talk to an agent. Before deciding if you want to use this feature, think of your business goals first.

Pre-chat survey after a greeting

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 fewer 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.

How to turn on pre-chat survey after a greeting

Login as an Admin or Owner and go to Settings → Chat surveys & forms → Pre-chat survey. Turn on the Show pre-chat survey after greeting switch. You will find it in the bottom right corner. Rember to hit Save changes after.

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

Prepare your Pre-chat survey 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 create a data protection consent field in pre-chat survey

First, go to Settings → Chat surveys & forms → Pre-chat survey. Then, follow these steps:

  1. Click on + Add element.
Click on add new element to create GDPR consent field
  1. Choose Multiple choice list.
Choose a multiple choice list to create a GDPR consent field
  1. As a question, paste one of the consents available below and type “I agree” as the available answer.
Fill in labels to create a GDPR consent field
  1. Mark the field as Required
Mark GDPR consent field as required
  1. Finally, click on Save Changes button to apply your Data Consent to the Pre-chat survey.
Click on Save changes to finalize adding a GDPR consent field

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.

Post-chat survey

We also have a post-chat survey which is a useful tool to see what customers think about your support. You can let them rate chats or ask them to leave comments.

LiveChat Post chat survey

You can use a prefabricated form or customize it to your needs. Depending on your business profile and the purpose of using live chat you might need different feedback to make your services better. You can experiment with different questions and types of fields. To see how your customers filled in the post-chat survey go to Archives and filter by Rating or check out Chat surveys and Chat satisfaction report.

How to turn on post-chat survey

Turning on the post-chat survey is really easy. All you need to do is go to Settings → Chat surveys & forms → Post-chat survey. Then, turn on the switch at the top of the section and confirm by hitting Save changes.

Turn on post chat survey

Customize post-chat survey

Think what feedback would be most useful to make chats better 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 leave their feedback. Make it easier for your customers, and use pre-defined choice lists or chat rating so filling in your post-chat survey takes seconds. You can use the preview on the right, to see how your survey looks before saving changes.

There are seven types of fields you can add:

  • Thank you message – adds a short text (this field can be used only once in a survey);
  • Question – collects short, open-ended answers;
  • Message – collects long, open-ended answers;
  • Choice list – lets your visitors select one answer from a defined list of choices;
  • Dropdown – allows users to choose one answer from a list of choices presented in a dropdown menu;
  • Multiple choice list – lets your visitors select more than one answer from a defined list of choices;
  • Chat rating – lets users rate the chat.

How to add a field in the post-chat survey

First things first, head to Settings → Chat surveys & forms → Post-chat survey. Then, follow these steps:

  1. Click on + Add element.
Add a field to post chat survey
  1. Choose a field type you want to add.
Choose a post survey field type
  1. Fill in the labels. Take a look at the preview on the right, to see if you are happy with the chagnes.
Fill in labels in post chat survey fields
  1. Once you are finished, click on the Save chagnes button.
Save changes made to post-chat survey

How to change the order of fields in the post-chat survey

Head to Settings → Chat surveys & forms → Post-chat survey. To reorder, simply drag and drop fields. Remember to hit Save changes when you are finished.

Reorder fields in post chat survey

How to delete a field in the post-chat survey

Head to Settings → Chat surveys & forms → Post-chat survey. To delete a field, simply click on the x in the top right corner of the field. Remember to hit Save changes when you are finished.

Delete a field in post-chat survey

How to make a field required in the post-chat survey

Head to Settings → Chat surveys & forms → Post-chat survey. To make a field required, check the the Required box in the top right corner of a field. Remember to hit Save changes when you are finished.

Make a field required in post-chat survey
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