Nextiva CX - Questionnaires
Questionnaires are a great way to gather lead information and personalize your customer interactions. When visitors start or finish a chat on your website, they'll be prompted to fill out the questionnaire.
Pre-Chat Questionnaire
Want to collect valuable customer information even before the chat begins? Use the Pre-Chat Questionnaire feature to capture details like names and email addresses, helping you turn website visitors into potential leads.
- Navigate to the Onboarding Tab.
- Select Live Chat
- Select Add Live Chat (or edit an existing one if you have one).
- Select Advanced Settings.
- Select the Pre-Chat Questionnaire tab.
- Toggle on Enable Pre-Chat Questionnaire.
- Add the Information You Need. The default questionnaire already captures the visitor's email address.
To add more fields, click Add Field.
- Once you're happy with your questionnaire, select Save.
XBert Tip: Be mindful of the information you request – keep it relevant and concise to avoid overwhelming your visitors.
Post Chat Questionnaire
A Post-Chat Questionnaire is used to gather how the customer felt after interacting with the chat. This is a great tool to measure the customer experience and ensure that the customer’s needs are being met.
- Navigate to the Onboarding Tab.
- Select Live Chat
- Select Add Live Chat (or edit an existing one if you have one).
- Select Advanced Settings.
- Select Post-Chat Questionnaire.
- If a survey is currently active, the survey name will display.
- Select Add New or Update Existing Survey hyperlink.
- The survey section will open.
- Select Create to create a new survey or edit an existing survey by selecting the pencil icon next to an existing survey.
XBert Tip: To make a survey live, ensure that the Source in the Survey is Live Chat in the correct Workspace. Learn more about Creating a Survey. - Select Next.