Introduction:


An exit survey can be displayed to the visitors after the chat is finished. It allows you to ask the visitors about their chat experience.
The response of the visitor to a exit survey is displayed in the Agent Console under the Info tab.

Instructions:


To create a new Exit Survey:

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The instructions below describe how to create a standard Exit survey that displays all the defined questions at once.
However, LivePerson platform also allows you to create surveys with logic between the question. This logic checks the visitor's answer to the given question and defines which next question to display
.
To learn how to configure logic between the survey questions click here.

  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Exit option
  3. Click New 'Exit' Survey
  4. Enter a surveys name into the Survey Name field
  5. Enter a survey heading into the Survey Heading field
    emptyStringNOTE: You can add HTML code into the the heading field

  6. If you want to allow the visitors to receive their chat transcripts by email:
    1. Enter the name of the sender into the Sender Name field. This name will appear on the email sent to the visitor.
    2. Enter the email of the sender into the Sender Email field. This email will appear on the email sent to the visitor
    3. Enter the header text for the email into the Email Header field
  7. Each new survey comes with eight predefined questions. You can use these questions, modify them or make them invisible (if you don't want the visitor to see it).

    The predefined questions are:
    • Would you like us to email you a transcript of this chat?
      The question allows the visitors to select whether they want the chat  transcript to be sent to them or they don't.

    • If yes, please provide your email:
      The chat transcript will be sent to the email entered into this field.

    • Phone Number
      The question allows the visitors to enter their phone number. The visitor's response is displayed in the Agent Console under the Info tab in the Exit Survey area.

    • Overall, how satisfied were you with the service you received on your most recent contact with [insert Company name here]?
      The visitors can select their response from the options: Very Satisfied, Satisfied, Neither Satisfied Nor Dissatisfied, Dissatisfied, Very Dissatisfied

    • How satisfied were you with the expertise and knowledge of the agent?
      The visitors can select their response from the options: Very Satisfied, Satisfied, Neither Satisfied Nor Dissatisfied, Dissatisfied, Very Dissatisfied

    • Based on your experience today, how likely are you to refer us to friends or family?
      The visitors can select their response from the options: Very Likely, Likely, Neither Likely Nor Unlikely,  Unlikely, Very Unlikely

    • Based on your experience today, how likely are you to [shop/bank/xxx] with us again?
      The visitors can select their response from the options: Very Likely, Likely, Neither Likely Nor Unlikely,  Unlikely, Very Unlikely

    • Was the issue you contacted us about resolved during this engagement?
      The visitors can select their response from the options: Yes- the issue was resolved, No- the issue was not resolved
  8. To add your own question, click New Question.
  9. In the Question field enter the text of your question
  10. In the Answer Type field select the type of the answer. The answer types can be: Drop-down, Check-box, Radio Button, Radio Button (side by side), Text Field, Numeric Field, or Text Area.
  11. If the type of your question is Drop-down type, Check-box type or Radio Button, enter the answer (form which the visitors will have to select their responses) into the Answers List field, which is located under the Answers section.  
  12. Check the Pre-populate answer with visitor’s last entry check box if you want this question to contain the visitors answer from the previous session field
  13. Check the Encrypt responses to this question check box if you want encrypt the visitors responses to this questions
  14. Click Updates Done
    The Survey page is displayed, showing all the questions within the survey.
  15. To change the order in which the questions are displayed in the survey, use the up/down arrows in the Order column.
  16. To hide/display a question, click the button in the Visible column. If the button is green the question will be visible to the visitor. If it is read, the question will not be visible to the visitor.
  17. To define a question as required/not required click the button in the Required column. If the button is green the question is required. If it is read, the question is not required.
  18. Add more questions if needed.
  19. Click Submit All Changes to save the survey
    A page displaying all the available surveys is displayed
  20. Click Set as Default near the survey that you want to be displayed to the visitors. The survey that has a V in the Default column is the survey that is displayed to the visitors. 

To modify an existing Exit Survey:

  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab
  2. In the Select a Survey Type field select the Exit option
    The Exit Survey page is displayed showing the list of all the existing surveys
  3. Click the name of a requested survey and modify it according to your needs (add new questions, delete questions, modify questions) 
  4. Click Submit All Changes

To delete an existing Pre-Chat Survey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab
  2. In the Select a Survey Type field select the Exit option
    The Pre Chat Survey page is displayed showing the list of all the existing surveys
  3. Click the trash can icon near the survey that you want to delete
    emptyStringNOTE: You cannot delete the default survey.
 
To view the visitors responses to the Exit Surveys:
  • From the Agent Console
    If the visitor responded to an Exit surveys, the response will be displayed under the Info tab.
    emptyStringNOTE: The responses will be displayed as long as the visitor appears in the agent console.

  • From the Admin Console:
    To learn how to view visitors responses to the Exit Surveys click
    here.