The Feedback Bot is serves as an advanced chatbot designed to streamline feedback collection and analysis. It engages users, captures valuable insights, and provides comprehensive analytics meticulously crafted to simplify the process of gathering and analyzing feedback. Its primary function revolves around engaging users, extracting invaluable insights, and presenting comprehensive analytics that pave the way for data-driven decision-making.
The operational sequence of the Feedback Bot operates unfolds as follows:
Prompting After Chat Closure: Following the agent closes the chat, Feedback Bot kindly requests a conclusion of a chat session by an agent, the Feedback Bot politely requests a brief moment of the customer's time.
Soliciting Helpful Consultation: The Feedback Bot then asks proceeds to inquire whether the consultation interaction with the agent was helpfulproved beneficial, offering two options: yes or no.Next, Feedback Bot prompts a binary choice of 'yes' or 'no'.
Rating Scale Elicitation: The next step involves encouraging the customer to rate the quality of the consultation on a scale spectrum ranging from 'Excellent' to 'Terrible'.
Commentary Invitation: In an effort to garner more in-depth insights, the Feedback Bot invites extends an invitation to the customer to leave a comment about share their thoughts regarding the consultation. If the customer agrees, Feedback Bot requests expresses agreement, the bot then seeks their input.
Finally, Concluding Interaction: Upon obtaining the necessary feedback, the Feedback Bot bids a courteous farewell and closes concludes the chat.
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Reminder for Feedback: In cases where the customer does not provide feedback within a
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designated timeframe, the Feedback Bot sends a message expressing regret
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over not receiving
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a response. Subsequently,
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it initiates a goodbye
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message and formally closes the chat.
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Data Handling and Storage: Notably, the Feedback Bot ensures the secure retention of all feedback-related information within the system.
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The ensuing data materializes in the following ensuing formats:
Within the chat card under , accessible through the dedicated Feedback tab.
In Incorporated into the customer's contact card of the customer who as submitted the feedback.
In Integrated into the agent's card, associated with the specific feedback
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entry.
Furthermore, the adaptability of the Feedback Bot to your needs by selectively activating it based on specific align with distinct requirements is facilitated by its selective activation based on predefined chat categories. This powerful feature allows dynamic capability empowers you to gather capture feedback only exclusively when deemed necessary, thereby optimizing your the feedback collection process and ensuring valuable harnessing pertinent insights for targeted chat interactions. Easily configure the chat categories for Feedback Bot activation in the Beesender system designer, giving you This adaptability is conveniently administered through the Beesender system designer, offering a seamless configuration of chat categories that trigger Feedback Bot activation. In this manner, you retain substantial control and flexibility in collecting your pursuit of gathering feedback precisely where it matters its impact is most profound.How
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To learn how to set up |
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the Feedback Bot, you can find detailed instructions on configuration in the guidelines available further down on this page. |
How to install
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Before installing the Feedback Bot application, it is essential that you have the Beesender application installed on your system, and that you have at least one Beesender Bot Master license. If you do not have these requirements in place, you will be unable to proceed with the installation of the Feedback Bot application |
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More information on how to add agents and chatbots, as well as how to create channels, can be found through the links and in the Quick Start section. |
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Feedback Bot Configuration
Customize Chat Categories for Feedback Bot
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That's it! The Feedback Bot will now be triggered when an agent selects a category upon closing the chat, ensuring feedback collection only for relevant chat categories. |
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Configure Negative Feedback Alert Recipients
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By configuring the Negative Feedback Alert Recipients, you ensure that the relevant users are promptly notified of any negative feedback, allowing for timely follow-up and resolution.[video]
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Enable Feedback Bot for Specific Agents
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By selectively enabling the Feedback Bot for specific agents, you ensure that feedback collection is targeted to the desired interactions, allowing for valuable insights and continuous improvement.[video].
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Configure Timer for Automatic Chat Closure
Set up a timer to automatically close the chat if the customer does not respond within a specified time. Follow these steps in the system designer:
Access the system designer.
Navigate to the system settings.
Locate the system setting named "Feedback Await Duration for Chat Closure" by entering the name in the filter.
Specify the duration in seconds after which the chat will be closed if the customer does not respond to the Feedback Bot messages, i.e., does not provide feedback.
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Note: The default value is 3600 seconds, equivalent to 1hour. |
By configuring the Feedback Await Duration for Chat Closure, you can control the time limit for gathering customer feedback and ensure the timely closure of unresponsive chats, optimizing the feedback collection process.
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