Customer Survey
The Customer Survey feature enables customers to share feedback on remote sessions. After each session, they'll be prompted to fill out a customized or a third-party survey, providing insights about their remote experience. These responses can be compiled into survey reports for detailed analysis at a later stage.
To create a customer survey:
Navigate to Settings > General > Survey > Customer.
Click Create New Survey.
Provide details like Survey Name and Description, then select the survey type (i.e: Customer survey or Third party survey).
Once you choose Customer survey, Click Add Question and choose from the various question types, such as single choice, multiple choice, short answer, drop-down, or star rating. Enter the question and provide the appropriate choices.
Click Add New Question to add further questions. Use the provided checkbox to mark questions as mandatory.
Once questions are added, click Create Survey. Customer surveys can also be created by department.
After creation, click Publish to make the survey available for customers at the end of each session.
Customers will be shown with the survey at the end of each session only when it is published.
Third-Party Survey
You can also choose the Third-Party Survey option to redirect your customers to a custom survey or webpage that aligns with your organizational preferences once the session ends.
In the Survey URL field, input the valid webpage or survey link to redirect your customers to their end-of-session page, then click Create Survey.
Click Publish to direct your customers the respective URL.
To Preview, View, Edit, or Delete the Survey
Click the three-dot icon and choose the respective option (delete or edit).
To preview a created survey, click the Preview icon located under the Action column.
To view a created survey, hover the cursor over the survey and click on it.
Survey Reports
Survey reports can be viewed in two ways:
Access Survey reports by clicking the Survey Reports icon under the Action column for the respective survey.
Alternatively, you can access the survey reports by navigating to Reports > Survey Report > Customer.
Reports can be filtered by Survey, Session Type, Technician type, and Time period.
The Survey Report overview includes details like Technicians, conducted sessions, sessions with surveys, and survey responses.
Choose Overall Summary to view the graphical summary of all customer's responses.
Select Individual summary for detailed individual customer survey responses.