Spotlight of Live2Support: Pre Chat and Post Chat Survey

What are Pre-Chat and Post-chat Forms?
A pre-chat form is the short online form your chat visitors need to complete just before they begin to chat with your chat operators. This form includes basic questions such as the visitor’s name, e-mail address and any other relevant information you may need from your site visitors. The post-chat form is typically used to generate feedback and comments from your site visitors. It can include questions such as the visitor’s opinion regarding the chat experience, the time it took the site visitor to transit to chat and any other comments site visitors may have.

Intuitively Designed Chat Forms
There is no reason for alarm! These aren’t lengthy questionnaires with forty questions which your chat customers will have to complete. Far from it, these are very simple three liners which gather valuable data about your customers and site visitors. Simple questions such as name, e-mail address and a comment or two about the chat experience are gathered for your use. You can use this data to:

Track customer behavior
Send out permission letters for inclusion on your mailing lists
Revert to previous chat transcripts in order to address an unresolved issue
Personalize the chat interaction by using the visitor’s name during the interaction
Facilitate visitor/customer registration if your website is set up to register your site visitors

As a live2Support client, you have the option of customizing both the pre-chat as well as the post chat survey forms. For instance, you could even set up a data field for a phone number if you happen to be a telecommunications carrier where this information is critical for problem resolution purposes. The survey forms can also be customized in a language of your choice along with your logo and corporate signage.

So why not take a fresh peak at the two survey forms we have provided you and optimize them for best results. Feel free to write to us for any assistance you may require in this regard.