Offering Surveys to Customers via Live Chat

SmarterTrack's survey feature allows companies to request customer feedback, giving managers the ability to gauge customer satisfaction and loyalty. The survey feature can also be used to evaluate an agent's ability to resolve a customer's issue to the customer's satisfaction.

Administrators can configure SmarterTrack to automatically invite customers to complete a survey at the end of every live chat session. NOTE: Surveys must be created prior to offering them to customers. For information on creating surveys, refer to the KB article Create a Survey

Applies to SmarterTrack Enterprise 12.x

Follow these steps to offer surveys to customers at the completion of a live chat session:

1. Log in to the SmarterTrack management interface as an administrator.
2. Click the Settings icon.
3. Expand the Configuration folder.
4. Click Live Chat in the navigation pane.
5. Click on the Departments tab. A list of available departments will load in the content pane.
6. Select the desired department and click Edit.
7. On the Options tab, find the Survey to Offer After Chat field. To specify which survey the system will automatically offer to customers chatting with agents from this department, select the appropriate survey from the list.
8. Click Save.

Applies to SmarterTrack Enterprise 11.x

Follow these steps to offer surveys to customers at the completion of a live chat session:

1. Log in to the SmarterTrack management interface as an administrator.
2. Click the Settings icon.
3. Expand the Manage folders.
4. Click Departments in the navigation pane. A list of available departments will load in the content pane.
5. Select the desired department and click Edit.
6. Click the Live Chat tab.
7. Find the Survey to Offer field. To specify which survey the system will automatically offer to customers chatting with agents from this department, select the appropriate survey from the list.
8. Click Save.

Applies to SmarterTrack Enterprise 6.x - 10.x

Follow these steps to offer surveys to customers at the completion of a live chat session:

1. Log in to the SmarterTrack management interface as an administrator.
2. Click the Settings icon.
3. Expand the System Settings and Organization folders.
4. Click Departments in the navigation pane. A list of available departments will load in the content pane.
5. Select the desired department and click Edit.
6. Click the Live Chat tab.
7. Find the Survey to Offer field. To specify which survey the system will automatically offer to customers chatting with agents from this department, select the appropriate survey from the list.
8. Click Save.

NOTE: In versions before 8.x, a "Display survey immediately upon live chat completion" setting exists. If this is not enabled, the customer will be given the opportunity to complete the survey at the end of the live chat. If it is enabled, it will automatically open the survey upon completion of the live chat.  In SmarterTrack 9.x and above, the survey is always offered.

All other settings are optional. For more information, please refer to the Departments page of the SmarterTrack Online Help.

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