Chat questions that show whether shoppers got their answer
Ask shoppers whether chat solved the problem, who answered and how long it took. Each question below comes with when to ask it and what the answer tells you.
What live chat survey questions tell you
Live chat survey questions ask shoppers whether chat solved their problem, whether a bot or a person answered, how long the first reply took and how the conversation left them. A chat that ends without an answer can cost the order the shopper was asking about, and these answers show where your bot, your agents or your help content fell short.
Ask right after the chat closes, while the conversation is fresh. From Starter, or on 1 survey on Free, a custom event from your code can show the survey when the chat window closes, or you can put the survey link in your chat transcript email. Two or three questions at that moment is enough.
Each written answer gets a category, a theme, a type such as complaint or praise, and a sentiment, and each response an urgency. On every plan, workflows can post unsolved chats to Slack or Microsoft Teams, and send them to Zendesk or Intercom for the support team.
- Questions
- 13
- Best asked
- Right after the chat closes
- Industry
- E-commerce
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 chat with the shop questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Whether chat did its job
Start with whether the problem was solved and how much effort it took, the two answers that matter most after a chat.
- 01Yes / No
Did chat solve your problem?
A yes or no on whether chat solved the problem. Select No in Results to read those chats on their own, and use logic to show the contact question only after a No.
- 06Customer effort
How easy was it to get an answer in chat?
A customer effort score for getting an answer. Results shows the average and the share who found it easy, a number to compare before and after a change to the bot.
- 08Emoji
How did the chat leave you feeling?
A row of faces for how the chat left the shopper. Results shows each face's share. It picks up frustration that a solved problem can hide, such as a long wait for a simple answer.
- 05Multiple choice
What would you have done if chat was not there?
What the shopper would have done without chat. The share who would have given up on the order makes the case for chat, and the rest shows which channels chat takes work from.
The conversation itself
These questions describe the chat, from who answered to how many messages it took, so you can see what solved chats have in common.
- 02Multiple choice
Who did you speak to in chat?
Who answered, from a bot to a person. The donut shows the share for each. Select one answer to filter the page and see how often chats of that kind solved the problem.
- 03Multiple choice
What did you ask about?
Shoppers pick every topic they asked about, from order tracking to discount codes. Bars show each share, a guide to which answers your help pages and bot should cover first.
- 04Dropdown
How long did you wait for the first reply?
How long the first reply took, in bands. Results shows the share for each, and the share who got no reply at all is worth checking against your staffed hours.
- 11Number
How many messages did it take to get an answer?
How many messages it took to get an answer. Results shows the median and the middle half, a fair measure of how direct your chat replies are.
- 07Stars
How friendly was the agent?
A star rating for the agent's manner. Results shows the average and the share who gave four or more. Read it beside the solved share, since a friendly chat can still leave the problem open.
What to improve
End with what worked, what was missing and how shoppers would rather be helped, and a way to follow up.
- 09Text
What did the agent get right?
An open question for praise. Each answer arrives typed as praise with a theme, so you can share the best ones with the agents and see which habits shoppers value.
- 10Text
What should chat have known without you saying it?
An open question for what chat should already have known, such as the order number or the last email. These answers show which details to pass into chat before the first message.
- 12This or that
For a question about an order you prefer
Two pairs: chat or email, and a bot now or a person in ten minutes. The split bar per pair tells you how much speed shoppers would trade for a person.
- 13Contact
Where should we follow up if chat did not finish the job?
Collects a name and email for a follow-up when chat didn't finish the job. Show it only after a No on whether chat solved the problem. Results lists the contacts in a table.
Tips for asking about chat with the shop
Small choices that get honest, useful answers.
- 01
Ask as the chat closes
From Starter, or on 1 survey on Free, a custom event from your code can show the survey when the chat window closes, while the conversation is fresh.
- 02
Keep it to two or three questions
Ask whether chat solved the problem and one score. A long survey after a chat feels like more work.
- 03
Follow up on unsolved chats
Give every No an owner in the inbox, and reply through the contact details the shopper left.
- 04
Teach the bot from the answers
Filter the topics and the open answers by theme each month, and add the common questions to the bot and your help pages.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about chat with the shop
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after it closes. From Starter, or on 1 survey on Free, a custom event from your code shows the survey when the chat window closes, or you can put the survey link in your chat transcript email.
Two or three after each chat: whether it solved the problem, the effort score and one open question.
Yes. On every plan, workflows send responses to Zendesk or Intercom, or post them to Slack or Microsoft Teams.
Yes. The Chat layout shows one question at a time as a conversation, which suits a survey that follows a chat.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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