Chatbot - Creating a ChatBot to collect satisfaction feedback

The customer satisfaction survey is a key piece for success. It provides valuable information about the user experience, helping to identify areas for improvement, understand customer needs, and ensure the company meets expectations. At SprintHub you can create a ChatBot to collect customer satisfaction information.

Follow the step-by-step below:

To start creating your ChatBot and configure it as you prefer, click on the ChatBot builder;

Start creating your bot. In the first example of building the bot, we will use a "Action" which consists of sending a message. It is important to note that this message has the purpose of introducing itself.

In the second block, we will perform another "action", in which the customer will have the option to choose whether they want to continue with automated service or be directed to a human agent. They can make this choice by typing 1 or 2 in their response.

Add another block of 'Condition' > 'Response value';

In the example above, the customer will continue interacting with the virtual agent.

In your bot, you can configure it in the way that best meets your needs, including adding responses directed to customers' questions or any other customization you want.

Right after the last Message block of your ChatBot add a new Block of 'Wait';

In the example, we will wait 10 minutes. If the customer does not send any more messages during this period, we will send a new message automatically.

Add a 'Action > Send Message'

Let's move to the part of the block responsible for collecting the rating;

Add a new 'Action > Send a question'

• Type the question asking what rating the customer would give to the bot's service.

• Set the waiting time;

• Set the expected response type;

• Validate lead's response: If the lead answers this question with a value that does not meet the selected response type, a warning message configured by you will be sent, and the lead will be able to answer this question again.

• Save response in a lead field: If the lead answers this question, the response value will be stored in the selected lead field. If this lead does not yet exist in the system, it will be created. (Learn how to create custom fields here)

After that, remember always to create a block with a thank you message for the rating.