LiveChat Survey

This REALLY needs to be incorporated. Most chat solutions have this feature and it serves a really good purpose. Please place this at the top of the list seeing that this post is so old.

Thanks!

John

I know that this feature is requested by many organisations using the chat, but while it can't be done straight in the chat window I think the next best thing is that you collect the email addresses from the chat visitors (using the pre-chat form). When the chat finishes, the agent creates a new ticket from the chat, and then have the Customer Satisfaction (CSat) Survey emailed to the customer, e.g. "You have recently been in touch with our Customer Service...", just as Smrithi suggests above.

You can either use the built in option in the CSat for when the survey should be sent, i.e. at Resolved or Closed, or create one/several Supervisor rules that decides when the surveys should be sent.

At first this may seem a bit quirky, but it actually works out very well. A company who does exactly like this (but who probably doesn't use Freshdesk...) is Apple. Regardless of what channel you contact them in, including a physical meeting with an expert in one of their shops, you will receive a CSat survey (1-5 rating) through email after a certain amount of time.