we have recognized, that it is possible for customers to comment on chats within the satisfaction rating, but to leave the main satisfaction blank.
So we have chats without a satisfaction rating but with comments on it.
I have tried the same with the satisfaction link we are sending via e-mail. In this case you are not able to remove the satisfaction.
I think the problem is the design of the chat rating section. We assume, that the customer removes the satisfaction by mistake and the customer does not recognize it.
In the main chat widget, you have in the upper right corner clickable thumbs to rate the chat good or bad. Once you have clicked on one of the thumbs, a button will be displayed "leave a comment". If the customer clicks on that button, the chat rating section will be visible. There you have both thumbs again. This suggests to the customer that he need to click on a thumb again and the the rating will be removed.
Why I am thinking like this is because we are receiving many chat ratings without satisfaction but only a comment.
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