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Post-chat survey template

Find out if your sales chat sells, right as the conversation ends

Four questions for the moment a pre-sale chat closes: whether it helped the shopper choose, whether they bought something, how the person who helped did and what they still had to work out alone. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this post-chat survey tells you

A post-chat survey for a store asks shoppers whether the conversation before buying did its job: helping them pick the right product. This template asks four questions in under a minute: a yes or no on whether the chat helped them choose, a yes or no on buying, a star rating for the person who helped and an open question about what they still had to figure out alone.

It is written for a popup that opens when a sales chat ends on your store. From Starter, or on 1 survey on Free, your site fires a custom event such as Usertick.trigger("chat_ended") when the chat window closes, or the element click trigger watches the chat's close button, and the survey opens straight after. The same survey also runs as a link your chat tool sends in its closing message.

Every written answer is read as it arrives and filed under a category from your list, such as finding products or product quality, with a type and an urgency. Results shows the share of chats that helped, the share that ended in a purchase and the rating for the people on chat, each compared with the period before.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
A popup the moment a pre-sale chat ends
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Yes / No

Did the chat help you choose?

Why ask it
A pre-sale chat exists to help shoppers decide, so whether it helped them choose is the measure that matters. A yes or no keeps the first answer to one tap.
What you learn
Results shows the share that said yes against the period before. Select No to read what those shoppers still had to work out and how they rated the person who helped.
Make it yours
If a bot answers your chat first, keep this question and reword question 3 for whoever answered.
Question 2 of 4 · Yes / No

Did you end up buying something?

Why ask it
The chat's value shows in sales, and a yes or no links each conversation to an outcome without matching chat logs to orders.
What you learn
Results shows the share that said yes. Select Yes in question 1 to see the buying share among shoppers the chat helped, then compare it with No.
Make it yours
Shoppers asked the moment the chat ends may not have checked out yet, so consider asking whether they plan to buy today.
Question 3 of 4 · Stars

How would you rate the person who helped you?

Why ask it
The person on chat is the store for that conversation. A rating per conversation shows how your team comes across, separate from whether the product was right.
What you learn
Results shows the average rating, a bar per rating and the share who rated 4 or higher, against the period before.
Make it yours
Usertick can't see who answered the chat, so run one copy per team or add a question that names the person if you want ratings per person.
Question 4 of 4 · Text · Optional

What did you still have to work out on your own?

Why ask it
What shoppers still had to work out alone is what the chat missed: a size question, a delivery date, a comparison between two models. Those gaps belong on the product pages and in the chat's saved replies.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, so a question the chat keeps failing to answer rises in the chart.
Make it yours
Share the answers with whoever writes the product pages, since a question shoppers ask in chat often belongs on the page.

What the answers show

Results turns each question into numbers you can follow week by week.

How would you rate the person who helped you?

The average rating and the share who gave 4 or 5 stars, against the period before.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Shopping assistant chat in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Open it from the chat itself

    From Starter, or on 1 survey on Free, fire a custom event from your code when the chat window closes, so the survey reaches shoppers while the conversation is fresh. Without the event, put the link in the chat's closing message.

  2. 02

    Ask regular chatters less often

    The survey shows until a shopper answers. If the same shoppers chat often, set it to show again only after a number of days.

  3. 03

    Send answers to your chat tool

    On every plan, a workflow can send each response to Intercom as an event or create a Zendesk ticket for a low rating, so the team sees feedback where it works.

  4. 04

    Turn gaps into page copy

    Read the open answers each week and add the most common missing answers to the product pages or the chat's saved replies.

Customer supportE-commerce surveysWebsite surveysProduct pages questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.
CSATProduct reviewCollect star ratings and written reviews you can show on the product page, with an optional photo. Send it one to two weeks after delivery, once the product has been used.
SupportTrust and supportMeasure how well a request was handled and how much customers trust you with their money. Send it after a support case is closed.

Questions from the library

Browse the question library
  1. Did the page tell you everything you needed before buying?Yes / No · Product pages
  2. What was missing from the page?Multiple choice · Product pages
  3. How helpful were the photos?Stars · Product pages
  4. Rate this seller on eachMatrix · Marketplace and sellers
  5. Did the seller reply within a day?Yes / No · Marketplace and sellers
  6. How accurate was the listing?Stars · Marketplace and sellers

Frequently asked questions

From Starter, or on 1 survey on Free, fire a custom event such as Usertick.trigger("chat_ended") from your page when the chat closes, or use the element click trigger on the chat's close button. Without these triggers, put the survey's link in the chat's closing message.

It works with any chat that runs on your own site and lets your code react when a conversation ends. The survey is a separate popup from Usertick, so the chat tool itself doesn't change.

Usertick doesn't know who answered the chat. For ratings per person, run one copy of the survey per team or add a question that names the person who helped.

Use a separate support survey for chats about orders and returns. This template asks about choosing and buying, which fits conversations before the purchase.

Three or four. The shopper just spent time in a chat, so this template asks four, and three of them take one tap each.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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