Customers' chats/tickets rating and collecting a feedback

Would be great to collect information about the level of customers' experience. 
- Rate after the website chat is ended (may be implemented by thumb up and thumb down buttons, and a liitle field for a comment) 
- Internal Trengo questionnaire that bay be sent to any channel by pushing a button. 

 

For instance "send a feedback form" button, that leads to some webpage (implemented by Trengo and adjustable for users). Information on this webpage may be collected and sorted in admin panel.

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  • Thanks for sharing this wish! At this moment we do not offer a Customer satisfaction tool for the chat. However, you can create a survey using any other tool and create a quick reply in Trengo, which can be send at the end of a conversation. 

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  • Rob Vallenga Feel free to follow and like this post, as it is similar to this one: https://talk.trengo.com/t/60hyk9q/star-evaluation-after-conversations

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    • Alena
    • Customer support Team Leader
    • Alena
    • 4 mths ago
    • Reported - view

    Tamara Berner  I hope all is well! Would be great to push this forward and collect feedbacks without additional tools. Thank you!

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  • Hi Alena & Rob, we are planning to build Rules on the base of outbound messaged and Closing actions. This will enable the ability to trigger a Flowbot for example to retreive feedback from your customers. (In the meantime you can allready do this by assigning the conversation to a certain team and trigger a flowbot on the assignment action). 

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  • In addition to this ticket it would be awesome to add the possibility to place a thumbs up/down or rating notice in the signature of tickets so customers can give feedback on the given support. The results can then be showed in the statistics within Trengo.  

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      • Alena
      • Customer support Team Leader
      • Alena
      • 3 wk ago
      • Reported - view

      Niels Koning right, I forgot to add a point regarding the statistics. Thank you!
      Waiting a lot for this feature, as 3rd party service for a feedback is abusive. 

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