Question
TTEC
US
Last activity: 25 Aug 2020 15:28 EDT
Survey questions in Pega Chat
Looking for recommendations to implement a survey to ask a set of standard questions on wrap up of a Chat Interaction.
The use case we are trying to solve involves a customer chatting with CSR via Pega Chat. A standard set of questions need to posed to the customer in all the channels of interaction. Is there an out-of-the-box or configurable way to push survey questions or a link to the survery in the chat window on/after the interaction wrap up?
Will appreciate any recommendations.
***Edited by Moderator Marissa to update platform capability tags****
Pegasystems Inc.
US
Hi Vivek, my first question is what version of Pega CS are you using? There is no OOTB way to push survey questions or links. But, we can certainly make some suggestions on how it can be achieved. There is OOTB way to send an email survey using Directed Web Access type URL, but that does not go into the Chat.
Another way is that the CSR can use the Page Push feature to redirect the customer to a survey page is one way. But, that may be disruptive as it will take them away from the page that they were on.
thanks
TTEC
US
Hi Amit,
Thanks for your response. The CS version we are using is 8.3
We will be using DWA for sending Survey email for email channel. The current chat product the customer uses allows them to capture the survey response in the chat window itself. Its a short survey and is very effective in using the respondent's attention to grab their response while the interaction is still fresh in their memory.
Can an auto Page Push be done on wrap up of chat interaction which pushes a link to the DWA page in teh same chat window? We can use the same DWA page as the email channel to get their response.
Vivek
TTEC
US
One of the options we are researching is to transfer the chat to Web chatbot when CSR wraps up the interaction. Thought is to have the bot ask the survey questions and then wrap up the conversation. Is there is an OOTB option to transfer the chat back to the bot from CSR? I can my team try implementing this approach but would certainly value your opinion about the feasibility
Areteans
GB
Hi Vivek,
we have similar requirement to implement Survey on Pega chat.
Please share your knowledge on how you implemented this
Thanks in Advance !!
TTEC
US
Sorry, missed your post. I would recommend an upgarde to CS v8.5 with which this feature is expected to be made available OOTB.
Infosys
NL
Hi,
We also have a similar requirement. Please let me know if you were able to implement this.
Thanks & Regards,
Ranjith
TTEC
US
We were but I would recommend waiting for CS v8.5 as this feature will be made avaialble OOTB with it.
Infosys
NL
Hi Vivek,
Thank you for the info.
Thanks & Regards,
Ranjith