Modification of Pre-Chat Form

6 Comments

  • Cstanden

    In addition to this...it would be nice if after they fill out their information that we want, that it would save so that they don't have to fill it out every single time!

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  • James Peterson

    Hi Cstanden,

    Thank you for taking the time to post your feedback.  I really appreciate your detailed post as this is the exact kind of information our Product Team likes to know.  Specifically, what is the problem you are facing, how the feature would address it, and how you are currently working around the problem now.  I'd love to ask you more questions, but I think those three things are pretty clear right now. 

    -- James Peterson

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  • Kinco Gloves

    I'll second this request! We also would like to ask specific questions on our Pre-Chat forms. (And similarly, do not want to display our departments to our customers).

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  • James Peterson

    Hi Nicole,

    Thank you for taking the time to post your feedback.  In order to help our Product Managers better understand your needs, could you describe your current workflow, the type of business you are in, and what questions you would like to ask to visitors on the pre-chat form?  Would one free text field be sufficient, or what kind of field are you looking for?

    -- James Peterson

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  • Kundenbetreuung

    Hey there, as far as we can see that, no Product Manager replied yet to that post. That is unfortunate. However, we are looking for exactly the same feature and we'd like to ask for special information that are business related to our special needs.

    Do you ever plan to offer that at all?

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  • Web Support

    We would also like to have the ability to pre-populate the pre-chat form with information beyond the currently available fields. Specifically, we would like to be able to include the quote/order number the user is currently viewing so it can be passed along to the agent. Right now, our agents must ask this when the user has not already had the foresight to provide it. It would be a giant leap toward efficiency if the agent could already be looking up the user's quote/order in our ERP while the automated responses are welcoming the user to the chat. 

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