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Surveying your customers

Answered
Bastiaan

What I want is the following: When an agent of our company has the slightest feeling we are dealing with a satisfied customer we want to ask a couple of questions (the ones that are not satisfied are personally approached by me). 

I would love to see a feature in the chat window with 'send survey'. The customer then gets automatically these questions in his chat window at the end. Next to that we should of course be able to export those comments to do something with it. I was wondering if there are any integrations like this or how others would solve this? Or do you also want this feature? 

So customer is happy: Agent presses 'sent survey'. Customer sees (examples):

1. What is your shoe size?

(Field for answer) 

2. What is your hair color?

(Field for answer)

3. Did you use our product before?

(Field for answer)

From dev point of view I think it's best if we can customize those answer fields (numbers, formats, text only, multiple choice, checkbox etc.)

Please let me know as I really want to get more info from our customers, and e-mailing is not the way to go anymore (volume of email nowadays). Besides, I believe in direct surveying that it will deliver more and more valuable answers rather than sending an e-mail later. 

Any ideas? 

4 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Bastiaan,

    Thanks for sharing your request on allowing post-chat surveys that are customizable. 

    Currently, we do not have this functionality and I can only offer a potential workaround that other customer's are using. 

    You can create a shortcut that can be reused by your agents with a link to a Google/Wufoo/SurveyMonkey form that can be sent when the agent detects the visitor is happy.

    This route will allow you ultimate customisation and integration work with the form, more than we would ever build in the chat widget. We have no plans in 2017 to offer customizable post-chat forms in the widget.

    Thanks,
    Ramin

    0
  • Bastiaan

    Thank you Ramin, we will join the others with the workaround. Thanks for the suggestion! 

    0
  • Vitalijs

    I would also like to see this functionality.

    0
  • Brad Harris

    Any updates on the potential to open this up natively in ZDC?

    0

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