It is important to know how customers experience customer service, therefore it is useful to measure performance.
There are several ways to find out how a customer experienced customer service, such as using a survey or asking for post chat feedback. These options are explained below.
Post chat feedback
If people have used the chat function on your website, it is possible to ask for feedback afterwards. This can be done within the chat function itself. If the chat is closed because a question has been answered, a feedback question can be asked automatically. In this way, it can be determined whether the customer service provided has helped and if the customer has experienced this as a positive experience.
Another way of finding out how customers experienced customer service is through the use of surveys. A survey can be published on a website or sent via email.