Currently the chat satisfaction is either turned off so it is not available at all, or it is on and the customer can rate the chat at any time.
We would like the ability to only request the chat CSAT at the end of the conversation, rather than it being available for the customer to select at any time. We have introduced a chat bot and have noticed that there are some customers who will mark the CSAT for the chat as bad as soon as the bot joins the conversation as they do not want to give the AI a chance and this this will mean they speak to an agent straight away which is not the case.
Can it please be thought about as a future development that the SCAT for chat can be requested at the end of the chat only as this will allow our staff and bot time to try and resolve the concern/contact before they are being negatively rated as some customer's do not allow this time.
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