Survey at the end of chat
Instead of keeping the chat history when we end the chat, what if we just add a "email survey" button at the end of the chat (when we end it), and e-mail them their chat, should they wish to have it.. that way if they have another inquiry, it doesn't keep it at their current chat..
Survey's after we end the chat.. so we can better improve our support.
"How would you wait this agent"
"Was your question answered"
"Was this agent helpful and delightful"
Just different things like that to help companies improve their customer support. I understand we can view recent chats, but customer assurance is something all companies need, to help them improve.
It's important for managers to know how good or bad their agents do with customers. This can be used as a KPI, and managers can look into "bad" rated tickets only instead of reading chat history of all tickets
We are considering implementing a simpler version of this – ranking the customer support agent after the chat finishes.