Wix Answers Help Center
Adding a Customer Satisfaction Survey to Live Chat
Let customers rate their Live Chat experiences so you can better understand how to improve your support. Enable the Customer Satisfaction Rating option to present customers with a survey after their chats end.
Show me details about customer satisfaction surveys
Before you begin:
Create a Live Chat widget so you can add the customer satisfaction survey to it.
To add a customer satisfaction survey to Live Chat:
- Hover over Settings and click Widgets.
- Hover over the relevant Live Chat widget and click Edit.
- (For multilingual widgets): Click the language next to Settings for and select a language.
- Click Manage next to Live Chat.
- Click Ask customers to rate their chat experience next to Customer Satisfaction Rating.
- Edit the Survey title that appears at the top of the survey.
- Click Allow customer to add a comment to let customers add comments if they want. Then edit the Response and Follow-up question for each rating (Positive, Neutral, and Negative).
- Edit the Thank you message that appears after customers click "Send."
- Scroll up and click Save.
Learn how to view chats rated by customers on your Tickets List.
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Tips for Working with Live Chat Support Teams
Live Chat support combines the immediacy of a call center with the written format of tickets. Follow the suggestions below to set your team members up for success and ensure customers receive the quickest, most effective responses to their real-time questions. Preparing Your Teams for Live Chat SupportMinimizing agent response time is critical to providing fast and convenient customer service. Take a look at a few of our suggestions below to help you prepare for live chat support. Create chat-specific saved repliesCreate a list of saved replies for the most common chat-related scenarios so agents can respond faster than they can type. Agents can also create their own personal saved replies. Examples include:Introductions:For positive or neutral customers: "Hi *customer name*, thanks for contacting *your business name*, how can I help you?"For frustrated customers: "Hi *customer name*, I'm sorry to hear about your experience. I’d be happy to help you with this issue."Closing statements: For positive or neutral customers: "Happy to help! If you need anything else, feel free to contact us again."For frustrated customers: "Thank you for taking the time to write to us. If there's anything else we can assist you with, please let us know."Investigating:Requesting more information: "Please let me know a little bit more about *the issue* so I can better understand."Needing more time: "We're looking into this issue, please wait a few moments."Escalating in chat: "I see the issue you’re referring to. I’m having someone from the relevant team look into this, please wait a moment."Escalating offline: "Our team will need to take a closer look. I've forwarded your issue to the *relative department name* who will update you via email. We apologize for the inconvenience."No customer response: "We haven't heard from you for a while. Feel free to reply in this chat if you still need help."Tips:Automatically greet your customers by name by adding dynamic placeholders to saved replies.Begin each chat-related saved reply name with "Chat" so they're easily discernible from other saved replies. Utilize Chat ViewsEnsure your customers' questions get to the right agents. You can create chat views that filter your chats by label, assigned agents, custom fields and more. Then have specialized agents focus on answering chats from their assigned chat view. For example, Billing agents could answer chats from a 'Billing' chat view displaying conversations from a widget on your customers' Billing page. To select a chat view:Click the All Chats tab.Click Edit / Change View.Select a chat view from the list.Tip: Click Edit next to a chat view to modify its filters. Create internal escalation proceduresThere will likely come a time when an agent can't solve a customer's problem on the spot. Be proactive by creating internal processes for escalating issues. Example escalation procedure for chat agents:Chat your customer to let them know you'll need to escalate the issue offline with the relevant department, which will follow up via email.Click End Chat and change the ticket status to Investigating.Create and send a new ticket to your customer letting them know they'll receive another email once the issue is resolved. Add an internal note to the ticket referencing the chat ticket. Change the ticket status to Investigating. Once the issue is resolved or if further information is needed, an agent can reply and resolve the ticket. Minimizing Response TimeWith Live Chat, customers expect immediate responses to their questions. Fulfill these expectations by making sure your team monitors the Chat List and replies to conversations quickly. Respond with saved repliesYour team members should familiarize themselves with the chat-related saved replies you create in your account to ensure quick responses to common scenarios. Agents can further customize their own replies by creating personal saved replies. Tip: Type # and your reply shortcut, then select a saved reply to insert. Respond quickly to Waiting chatsYou'll see a notification on the Waiting Chats icon to indicate the number of chats waiting for a participant to join. Be sure to have agents respond with friendly opening saved replies to let customers know they're available to help. Tips: Click Edit / Change View and select a chat view to filter the chats you see.View how long each customer has waited for a participant to join to the right of each chat preview.View the webpage your customer is chatting fromKnowing which page your customer is chatting with you from can help you understand what they're chatting about. In the Info panel at the top right, you can view, copy, and go to the URL (webpage address) your customer is currently viewing. To view the URL your customer is chatting from:Hover over the website name in the Info panel at the top right. Choose an option:Copy URL: Hover over the URL and select Click to copy. Go to URL: Click Go to URL to open the webpage in a new tab. Notes: If your customer is no longer viewing the webpage they're chatting from, Away last seen at displays before the website name. If your customer has closed the webpage they were chatting from, Offline displays in place of the website name. Replying to the chat sends an email to your customer.Respond periodically to your Active chatsFrom the My Chats tab, you'll see a notification on the Active Chats icon to indicate a customer has responded to a conversation you've joined. Check in with customers frequently, even if it's to let them know you need more time to work on a solution. Tip: View a timestamp to the right of each chat preview to see when a customer last replied. Ending non-responsive chatsWhen a customer hasn't replied after a reasonable amount of time, an agent should let them know they're ending the chat. The agent can then end the chat, which places it in the Completed tab. If your customer responds later, the chat appears in the Waiting tab.Tip: You'll see a pop-up message appear over the user panel on the right to let you know when your customer has closed the chat or gone offline. Transfer to other agentsIf an agent needs to end their shift or cannot finish a chat, they can transfer the conversation to another agent.To transfer your chat to another agent:Contact an agent offline to let them know you need to transfer.Click the Assign ticket icon from the footer menu.Type the name or email address of the team member and select them from the list.Note: The agent receives an Answers notification once they've been assigned to the chat.Once they've joined, click the drop-down next to End Call.Note: Your customer can see another agent has joined in the header of their chat widget. Select Leave Chat.
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Getting Started with Wix Answers Live Chat
Provide your customers with real-time chat support using Wix Answers Live Chat. Acquire new customers and retain existing ones by adding chat widgets wherever they're needed most. Your team members can utilize your Ticketing System, Knowledge Base articles, and saved replies all in one place, to efficiently provide immediate support. Learn how to:Add Live Chat to your WidgetInstall a chat widget on your websiteExplore the Chats panelSet up chat support teamsChat with customers
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Setting Up Live Chat in Your Widget
Provide real-time chat support for customers seeking immediate help by adding Live Chat to your Widget. Before you begin:Create a widget (if you haven't already) so you can add the Live Chat contact option. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. To set up Live Chat in your Widget:Hover over Settings and click Widgets. Hover over the widget you'd like to add Live Chat to and click Edit. (For multilingual widgets): Click the language next to Settings for and select a language. Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options. (Optional) Click the Limit contact accessibility toggle to hide your contact options unless a customer marks an article in your Widget as "not helpful." Click the Live Chat toggle to enable Live Chat in your Widget. Click Manage next to Live Chat. Customize the Chat Header.Show me howEnter a title in the Title field. Click Display Subtitle and enter a subtitle. Leave Display agent avatars checked to display agent avatars.Leave Display a response time message checked and enter the amount of time it usually takes for an agent to respond.9. Customize the Chat Options.Show me how Leave Send an automatic greeting message checked and enter a message that greets customers when they begin chatting. Leave Ask for customer's email before chat checked to require customers to enter their email address to begin chatting. Click Ask customer for issue topic to prompt customers to choose a topic, which assigns their chat to a specific agent or group. Learn More Click + Add Issue. Enter an issue topic in the Issue Type field and press Enter. (Optional) Click the Issue Type field and enter another issue topic to add a sub-level topic that displays as a drop-down menu. Click the Assign to drop-down and select an agent or group to assign the chat. Click + Add Issue and repeat the steps to add more issue topics. Click Add custom fields to the Live Chat form to add custom fields. Click + Add Field. Select the field(s) you'd like to add and click Add Selected Fields. Note: Click Manage Custom fields to add a field that is not displayed. Click the Mandatory toggle to require customers to fill out the field. 10. Set up your Customer Satisfaction Rating.Show me how Click Ask customers to rate their chat experience next to Customer Satisfaction Rating to show a survey in the widget once the chat ends. Edit the Survey title that appears at the top of the survey. Click Allow customer to add a comment to let customers add comments if they want. Then edit the Response and Follow-up question for each rating (Positive, Neutral, and Negative). Edit the Thank you message that appears after customers click "Send."Learn more about adding a customer satisfaction survey to Live Chat. 11. Set your Live Chat Availability business hours.Show me howClick Edit next to Live Chat Availability. Set your available chat hours:Available 24/7: Click to keep Live Chat open at all hours. Custom Hours of Operation: Click to set custom business hours: Click the toggle next to each day to turn chat on or off. Click the times to adjust your opening and closing hours. Click the Show More icon to the right of a day and select:Apply to all days to set the same business hours for each day of the week.Add another period to (selected day) to add another block of time. (Optional) Allow customers to send chats outside of business hours:Note: When an agent replies, your customer receives the message in Live Chat (if they reopen the widget) and email. Click Let customers contact you in chat outside of business hours.Click the Welcome message field and enter the message customers see when they start a new chat. (Optional) Apply your Live Chat's business hours to all other contact options in your Widget:Click Apply business hours to all contact options.Click Yes, Apply to All. Click Save.12. Scroll up and click Save next to Live Chat Settings.Learn how to:Add a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix site
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Installing a Live Chat Widget on Your Website
Allow customers to chat with agents in real-time directly from your website. Create and customize your Live Chat Widget, then embed it in your website's pages. Have a Wix website?Learn how to install your Live Chat Widget on your Wix site. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. Step 1 | Create Your Live Chat WidgetIf you haven't already, create a widget and enable the Live Chat contact option. You can also edit your Widget's content settings, chat options, and business hours.Show me howHover over Settings and click Widgets.Click Create New Widget.Enter a name for your Widget and click Create Widget.(For multilingual widgets): Click the language next to Settings for and select the relevant language. Click the toggle next to Live Chat to enable Live Chat.Click Manage next to Live Chat. Edit your Content Settings and Chat Options. Learn MoreClick Edit next to Live Chat Availability to define your business hours. Learn MoreStep 2 | Install the Widget on Your SiteNext, copy your Widget's code and embed it in your site's HTML code. Show me howClick Install Widget at the top right. Click Copy Code next to the language of the Widget you're embedding. Paste the code into the body of the HTML on the page(s) in which you want the widget to appear.Note: The install code for each of your Widget's languages is unique. Repeat this step for each language in which you'd like to install your Widget.Note:Currently, adding more than one widget per page is not supported by Wix Answers.
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Viewing Chat Tickets by Survey Satisfaction Rating
View chats by satisfaction survey results to gain perspective on your customers' experiences. Add the Satisfaction Rating filter to your Tickets List to view chats ranked Positive, Neutral, or Negative.Note:Customers can also rate non-chat ticket replies as "helpful" or "not helpful." Add the Satisfaction filter to view these tickets. Learn MoreTo filter chat tickets by survey satisfaction ratings:Click the Tickets icon in the side panel.Hover over the view you'd like to filter and click Edit. Click Add Filter. Scroll down and select Satisfaction Rating. Select the tickets you want to show on your Tickets List: Tickets with rating: View chat tickets that were rated by customers. Select the ratings you want to view chat tickets for (Positive, Neutral, and Negative). Tickets without rating: View chat tickets that were not rated by customers. (Optional) Save the view for all agents to use: Note: To save custom views, you must be an administrator or have a custom role with Create, update, and delete views enabled in the Ticket List & Saved Replies permissions. Click Save View as or click the Save View drop-down and select Save View as. Enter a name for the view and click Save View. Combine filters:Click Add Filter to add more filters to your Tickets List.
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