{"id":13271,"date":"2023-01-06T10:59:08","date_gmt":"2023-01-06T10:59:08","guid":{"rendered":"https:\/\/helpcrunch.com\/blog\/?p=13271"},"modified":"2025-03-12T10:38:28","modified_gmt":"2025-03-12T10:38:28","slug":"live-chat-survey-questions","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/blog\/live-chat-survey-questions\/","title":{"rendered":"How to Create Live Chat Survey Questions to Improve Customer Service"},"content":{"rendered":"\n

In a world where customer experience is everything, brands must continually strive to make their services as customer centric as they can be.<\/p>\n\n\n\n

What does service mean to you<\/a>?<\/a> Is it about efficiency, personalization, going the extra mile, or something else entirely?
Walker\u2019s report<\/a> \u201cCustomer 2020\u201d predicted that by 2022, price and product would be overtaken in importance. The key brand differentiator would be customer experience. <\/p>\n\n\n\n

It appears that this prediction was accurate. Many customers now make their decisions based on the quality of service they receive, even if this means paying more. In particular, if the experience feels personalized to the individual then they are less likely to leave the site or store empty-handed. Ultimately, this creates loyal customers and elevates your brand visibility.<\/p>\n\n\n\n

Failing to invest in creating a good customer experience is a mistake modern businesses cannot afford to make. <\/p>\n\n\n\n

Meaningful customer engagement<\/a> is therefore essential for success. You want to grab users\u2019 attention and essentially hold their hand throughout the buying process. A great way to achieve this is via live chat<\/a>. Live chat offers a fast and convenient channel for customers to communicate with a brand representative and have their issues addressed – ideally avoiding the wait times and bureaucracy sometimes associated with phone and email.<\/p>\n\n\n\n

\"HelpCrunch-live-chat-widget\"
HelpCrunch live chat widget<\/figcaption><\/figure>\n\n\n\n

It is not enough to simply add a live chat function to your website and call it a day. To ensure high-quality customer experience, your team can use various techniques, like utilizing canned responses for customer service<\/a> or leveraging customer data to provide timely and personalized assistance. To go the extra mile, you need to check in with customers again after each point of contact with your services, making sure to use the best mediums of communication<\/a> for each situation. This is because if there is an issue with the customer service they have received online, users should be able to voice this as soon as possible. This is where the post-chat survey comes into play.<\/p>\n\n\n\n\n\n

What is a chat survey?<\/h2>\n\n\n\n

A post-chat survey is used when you have a live chat feature on your website for customers to communicate directly with agents. After the agents close the conversation, you can use a bot to immediately administer a quick questionnaire. <\/p>\n\n\n\n

This is an opportunity to gauge a user’s overall experience with the channel. Feedback collected will be useful in improving your services in the future. At the same time as gathering valuable data, the post-chat survey makes customers feel heard. Demonstrating a willingness to take on users’ opinions decreases frustration and increases brand loyalty.<\/p>\n\n\n

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\"Rate-your-experience\"
Screenshot is taken from canyon.com<\/figcaption><\/figure><\/div>\n\n\n

The benefits of post-chat surveys<\/h2>\n\n\n\n

Real-time customer feedback<\/h3>\n\n\n\n

As the survey appears in the chat window immediately after the conversation ends,  the interaction will be fresh in the customer\u2019s mind. In-the-moment feedback is not always easy to come upon. Positive or negative, these comments are a reflection of customer experience and satisfaction. They are worth your attention.<\/p>\n\n\n\n

Improve agent performance<\/h3>\n\n\n\n

An alarming number of customers report receiving an incorrect answer from a customer service agent. Naturally, this poor customer experience leads to less trust in the brand. A post-chat survey can help solve this. After a negative interaction, customers can let you know that their issue still needs attention. <\/p>\n\n\n\n

Furthermore, this data can be used to identify any changes that need to be made. Are there gaps in your agents’ knowledge? Are some performing better than others? Would they perhaps benefit from a refresher course in live chat etiquette<\/a>?<\/p>\n\n\n\n

Analyze customer behavior and purchasing habits<\/h3>\n\n\n\n

The right questions in a post-chat survey can unlock a wealth of knowledge about your consumers. From their buying habits to their expectations for customer service, understanding their behavior can only be an advantage. This kind of information is especially relevant when considering the kinds of products, services, and enhancements they may be willing to pay for.<\/p>\n\n\n\n

You can also use this data to segment customers into categories based on similar behaviors. This allows you to personalize your interactions with different types of customers. For example, you may want to send a different automated follow up<\/a> to different types of customers.<\/p>\n\n\n\n

Determine areas of growth<\/h3>\n\n\n\n

Are customers happy with your response time? Can they easily access the live chat function on the site? Are your welcome messages engaging?<\/p>\n\n\n\n

A post-chat survey is a useful tool for getting these answers directly from users.  They can identify weak points in the product, service, or overall website experience \u2013 problems that may not be obvious from the brand\u2019s perspective. By taking on their feedback, the quality of service can be brought into perfect alignment with the customers’ needs. <\/p>\n\n\n\n

Your end-goal here should be a live chat experience with all human agents, bots, and channels working in harmony to deliver results.<\/p>\n\n\n

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\"HelpCrunch-widget-customer-service\"
Image sourced<\/a> from helpcrunch.com<\/figcaption><\/figure><\/div>\n\n\n

4 Secrets to creating successful live chat survey questions<\/h2>\n\n\n\n

1. Only ask questions that are relevant to meeting your goals<\/h3>\n\n\n\n

Before you start crafting your post-chat survey questions<\/a>, make sure you already have clearly established goals in mind – look at the benefits listed above for ideas. <\/p>\n\n\n\n

Once you\u2019ve determined your specific objectives, you can decide which live chat survey questions are relevant to your purposes. Not only does this help to ensure valid, useful feedback for future decision-making; it also demonstrates your respect for customers\u2019 time.<\/p>\n\n\n\n

Examples of possible goals:<\/p>\n\n\n\n