Post-Chat Questionnaire

The Post-Chat Questionnaire in LiveChat4Dynamics allows businesses to collect feedback immediately after a live chat session ends. Once the conversation is closed, a customizable feedback message is shown to the website visitor. This form can include questions such as rating the support experience, providing comments, or sharing suggestions. once the user sends back the response, the respective response record is updated in CRM.

Businesses can easily design the questionnaire based on their specific needs, whether to measure customer satisfaction, analyze service quality, or identify areas of improvement. The responses are automatically recorded within Dynamics 365 CRM, helping teams make data-driven decisions to enhance customer service. This feature is essential for businesses aiming to improve support efficiency and customer experience through real-time insights.

Once the user's query is resolved—for example, John has received the help he needed—he can end the chat by clicking the “Leave” button.

After clicking the Leave button, a pop-up will appear prompting the user to provide feedback, as shown below.

When John clicks “OK” on the pop-up, a feedback message will appear in the chat window, allowing him to share his experience and comments.

Chat response will be saved in CRM in the message entity under the Responses tab as shown below