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Do you survey both the chat instance and the case when one becomes necessary?

We are currently surveying both the chat instance and when a case becomes necessary, that case as well. They are generally worked and closed by different resources and I think we need to know how we are doing on both channels. Interested to know what other people think and do and thanks in advance!

Best Answer

  • David Perrault
    David Perrault Founding Analyst | Expert ✭✭✭
    Answer ✓

    @Karen Bautista I agree with your approach. They provide two different experiences to your customers and the customer's feedback for both of them is important to be able to meet their expectations.