Purpose and Features
By adding additional questions to the evaluation question sent to end users at the end of the chat, you can collect more feedback from end users, so that you can measure satisfaction on different topics.
Benefits
At the end of the chat, a maximum of one evaluation question could be asked to the end users, and there was one comment area. A maximum of three questions could be added with the new development. This way, more feedback will be received by asking different questions to the end users.
Instructions
ICR Settings:
Go to the System Administrator > Icr module. In this module, press the edit button of the corresponding ıcr and then press the edit button of the root step from the Icr steps.
In the Root step, make the general settings from the "Chat Evaluation Settings" field. adjustments made from this field are considered valid for each question. There is no special setting for the question.
You can add an evaluation question and comment by pressing the plus (+) button from the "Evaluation Questions" field.
You can add a maximum of 3 questions-comments.
In whatsapp chat operations, where more than one evaluation question will be defined, the "Whatsapp Evaluation Link Message" field has been added to the evaluation link sent to end users for the need to define the desired explanation text. The text defined in this field can be sent to the end users together with the evaluation link. The "Chat Evaluation Message Add To Link" definition should also be activated in order to display the text.
Setting the Icr:
Whatsapp link message view:
Multiple Survey Whatsapp View :
Multiple Survey Web Chat View:
All questions appear on a single page within the height-width specified in the widget. Questions can be answered by pulling down the page.
The View of the Evaluation Results on the Quality Control Screen:
Click on System Administrator > Quality Control > Chat > Chat Records > Insert Date, you can view the data from the client evaluation score, client evaluation comment field on the chat information page.
The data is stored in the client evaluation comment field as follows. The score and comments given to each question can be checked from the quality control screen.
Question 1 | Comment 1 : Score 1
Question 2 | Comment 2 : Score 2
Question 3 | Comment 3 : Score 3
In the client evaluation score field, the sum of the points given to the questions is included.
The View of the Evaluation Results on the Supervisor Screen:
Click on System Administrator > Supervisor > Chat > Chat Records > Insert Date, you can view the data from the client evaluation score, client evaluation comment field on the chat information page.
The data is stored in the client evaluation comment field as follows. The score and comments given to each question can be checked from the supervisor screen.
Question 1 | Comment 1 : Score 1
Question 2 | Comment 2 : Score 2
Question 3 | Comment 3 : Score 3
In the client evaluation score field, the sum of the points given to the questions is included.
The View of the Data in the Chat Details Report:
The data is stored in the "Customer Evaluation Comment" column as follows. For this reason, in multiple evaluation questions, which question is commented on, which question will be kept in detail.
[{"Question 1": "Comment 1"}, {"Question 2": "Comment 2."}, {"Question 3": "Comment 3."}] |
The data is stored in the "Customer Evaluation Score Details" column as follows. In this way, the scoring given for each question will be displayed.
[{"Question 1": "Score1"}, {"Question 2": "Score2."}, {"Question 3": "Score3."}] |
In the "Customer Evaluation Score" column, the total score is displayed.
We wish your operation benefits from this new release and look forward to hearing your feedback!