Web Chat Survey Customization with Header Logo

Wolkvox Manager has introduced a new feature for embedded web chat surveys, allowing administrators to customize the customer experience by including the company logo in the survey header. It is now possible to add an image and adjust its size, enhancing brand consistency and visibility without comproming the user experience.

This innovation enables satisfaction surveys to serve as a visual extension of your company’s brand. Customers will see a familiar header featuring the logo, making the survey feel more professional and trustworthy. The setup is straightforward and is done within the survey section of the web chat routing point.

Benefits

• Enhanced Brand Consistency: Aligns the appearance of surveys with the company’s visual identity, reinforcing the brand in every interaction.
• More Professional User Experience: A customized design with the company logo provides a sense of professionalism and attention to detail, which can positively influence survey response rates.
• Increased Logo Visibility: Ensures the company logo is prominently visible in the survey header, regardless of the customer’s screen size.
• Simple Configuration: Integration is direct and easy—only the image URL and size settings are required.

Configuration

To configure an image as a logo in the header of embedded web chat surveys, follow these steps:

Access Omnichannel Settings:

• In the top-right corner, click the "Settings" (gear) icon.
• In the pop-up window, select the "Omni Channel" tab.
• Within the "Omni Channel" tab, click the "Chat WEB" sub-tab.
• Click the vertical three-dot button on the right side.

In the options menu that appears, select “Survey.”

1. Enter the company logo link: In the first field, paste the URL of the logo image you want to display. The image must be hosted on a publicly accessible server.
2. Logo size in the survey: In the next field, select the size of the logo you want to display. The options allow you to adjust the logo’s visibility without distorting the survey design.
3. Click "Save" to save the survey configuration.

Chat Survey Configuration by Routing Point

Wolkvox Manager has enhanced the flexibility in managing satisfaction surveys for chats by introducing the option to associate them with a chat-type routing point. This functionality ensures that every chat entering a specific routing point receives a satisfaction survey at the end of the interaction. The survey, which must be either "Integrated" or "External," is centrally configured, but its dispatch is triggered when linked from a particular routing point.

This new configuration option provides more granular control over the feedback strategy, allowing the survey to be activated only for chats following a specific routing flow.
 

Benefits

• Specific Flow Control: Enables the survey to be activated only for chats passing through a specific routing point, offering more granular control and avoiding the dispatch of surveys in irrelevant scenarios.
  Feedback Customization: Facilitates the association of surveys with different types of interactions or business lines, enhancing the relevance of the collected feedback.
  Management Optimization: Simplifies survey administration by directly linking their dispatch to the corresponding chat flows.
  Operational Flexibility: Allows the use of "Integrated" or "External" surveys within the logic of a routing point flow, adapting to the needs of each operation.

Configuration

To send the satisfaction survey to a chat routing point, follow these steps:

Access Omnichannel Configuration: 

1. In the top right corner, click the "Settings" (gear) icon.
2. In the pop-up window, select the "Omni Channel" tab.
3. Within the "Omni Channel" tab, click the "WEB Chat" sub-tab.
4. Click the three vertical dots on the right side.

From the options menu that appears, select “Survey.”

1. In the survey configuration window, click the "Routing Point" option.
2. Configuration: 
   • Set the percentage of chats that will receive the survey. You can set it to 100% to ensure all chats entering the selected routing point receive the survey.
   • If necessary, configure specific activity codes to exclude certain chats from receiving the survey. This is useful if there are chats that should not be surveyed due to their nature or content.
   • In the "Select Routing Point" field, click the dropdown and choose the desired routing point. This will be the flow responsible for managing and sending the survey once the chat is completed.
3. Once all parameters are configured, save the settings to apply the changes.

3D Avatar in Web Chats with AI Conversational Agents

Wolkvox Manager has implemented a new feature that enables a 3D Avatar for web chats in the audio call section. This avatar is an animated character that accompanies the user during their experience, providing a more visual, friendly, and personalized interaction. The inclusion of this feature aims to humanize digital customer service, simulating a closer, face-to-face interaction with the client.

To enable this feature, you need to activate two checkboxes in the web chat widget configuration: "Audio Call" and “3D Avatar.”

Benefits

• Humanization of Digital Service: The 3D avatar transforms the chat experience into a more personal and engaging interaction.
• Face-to-Face Interaction Simulation: Provides a visual representation that simulates interaction with a human agent, enhancing customer connection.
• Improved User Experience: The visual and friendly experience facilitates understanding and increases user satisfaction.
• Brand Image Reinforcement: Positions the brand as innovative and at the forefront of technology, strengthening its corporate image.
• Increased Engagement: The attractive and personalized nature of the avatar can increase the time customers spend on the chat platform.

To activate the 3D avatar in your web chats, follow these steps in Wolkvox Manager:

1. In the top right corner, click the "Settings" (gear) icon.
2. In the configuration pop-up window, select the "Omni Channel" tab.
3. Within the "Omni Channel" tab, click the "WEB Chat" sub-tab.
4. Locate the web chat widget you want to configure and click the blue pencil icon to edit it.

Enable Audio Call and 3D Avatar:

1. Ensure the "Audio Call" checkbox is activated.
2. Then, activate the "3D Avatar" checkbox.
3. Once both options are enabled, click the "Save changes" button to save the configuration.