Set up post chat surveys
Extending Dynamics 365 Customer Service Enterprise is possible by using Omnichannel for Customer Service. Omnichannel for Customer Service provides a unique application to give customer service agents a unified interface to interact with and manage customer interactions in one place. After an administrator has set up and configured Omnichannel for Customer Service, they can enable various channels such as chat, text, social media, and Microsoft Teams.
A system administrator must make sure that the appropriate Omnichannel for Customer Service security roles are assigned to users. Then, you can add users to a queue, such as a complaints queue, a queue for chats through social media channels, or a queue for the chat on an organization's website. You can use workstreams to distribute the workload evenly or as bandwidth allows. After setting up a workstream, you can add a new channel and link it accordingly.
Regardless of what channel that a prospect or customer decides to use, asking for feedback at the end of each interaction will help you understand the areas that need improvement or where a particular member of the organization is excelling and deserves recognition. For the chat channel, an option to configure a pre-conversation survey exists. Make sure that you don't confuse this survey with a Dynamics 365 Customer Voice survey and that you use it to gather information prior to beginning the chat. Knowing information such as the person's first name will help you to better address the customer throughout the duration of the chat. Additionally, if you ask for the customer's email address, it might help an agent quickly search for and find the customer if they already exist as a contact in Dynamics 365 Customer Service. Consider the pre-conversation survey as a way to assist agents who are online and ready to help.
Though pre-conversation surveys are only available with chat channels, you can enable a post-conversation survey for other channels such as text, Facebook, Twitter, WhatsApp, and Microsoft Teams. Turning on the post-conversation survey will provide a lookup option to search for a survey in Dynamics 365 Customer Voice. If a survey hasn't been created, or a new one is needed, you can select the provided link to Customer Voice, which will open the application in a new browser tab.
You can choose between two options for how you want the survey to be sent to the person who has engaged in the chat or interaction on a channel. The Send survey link to conversation option is available for all channels. Selecting this option also provides the option for you to determine the context of the displayed post-conversation survey message that directs the person to select the link. For the live chat channel, the questions can be displayed directly in the chat box, making for a smooth and seamless experience. As a result, the person who is completing the survey won't be taken away from the webpage where the chat interaction transpired, and they can fill out and submit the survey from the same area. You can also select the Send survey link to person to send it directly to a specific person.
After you have configured the chat widget, a snippet of code for the widget will be provided. You can embed this code on a Power Apps portal or on an organization's corporate website. Then, a website administrator can paste into the code of a page or the footer of the site (if it should be displayed on every page of the website).
After an agent has interacted with someone by using the chat window, and after the chat has ended, the survey will load. Additionally, you can turn off the header so that only the questions will show. If the survey is concise enough, only the questions and the Submit button will be visible, which will make the user experience smooth and clean. The person who is interacting with the chat can fill out the survey and submit their responses quickly. The post survey message that was added to the survey in Customer Voice will display, and then the customer can close the chat window.
You can view survey responses, satisfaction metrics, and alerts from the reports area of the project that the survey is a part of. This feature can help an organization develop a greater understanding of customer satisfaction and discern how positively the organization might be viewed by the client base.