The pre-chat survey is a great way to start your chat smoothly. It allows you to collect key visitor information before the chat begins, so you can give relevant, personalised service right away.
Your pre-chat survey can be customised to include only the fields you need. These fields can then be used to inform chat routing. For example, you can request info such as:
• Name – To give friendly support
• Desired department – To route the visitor to the right team
• Company – To generate leads or recognise customers
• Email – To help identify and verify
• Order / ticket number – To resolve queries quickly
• Language – To ask the customer which language they wish to chat in