Feedback and Suggestions

Encourage customers to send you new ideas and feedback for future development. Discuss each idea with your customers in an easy to use feedback forum. Do you know what are the most important features for your customers? Let them vote! Clearly communicate the progress of implementation with your customers.
 
LiveAgent can help you to set up a Feedback and Suggestions page in a few steps.

Feedback suggestion category Setup

Step 1: Navigate to Configuration>Customer portal >Feedback and click on Create.

Step 2: In the next screen you may choose a category from the list of existing categories under which new suggestion category will be placed, name your category, select department that will handle feedback and suggestion entries.

How to create a suggestion

You (and your agents) may create a suggestion directly from the agent panel by clicking the New button, then click on Create suggestion.
In the next screen you can choose the suggestion category under which the suggestion will be placed, name your suggestion and provide a detailed description.
 
Once a suggestion is added, the customers may check it out directly in the knowledgebase and can vote for it or add any comment to it.
How do the customers add new suggestions?
 
If the customers access the suggestion category you added, there will be an "Add new suggestion" link/button under/next to the search field by which they can add a new suggestion.
Since the "Add new suggestion" page is available only to logged in users, the customers will have to either register an account or log in using their facebook account.
 
Once they are logged in, they will see a screen like this:
 
 
When there is a new suggestion posted, it will appear among the tickets and your agents may reply to it easily from the agent panel. 
 

Creating a Feedback button

 
Once you have a suggestion category created you may want your customers to be able to easily provide a feedback from your website pages. So it is time to create a Feedback contact widget.

Step 1: Navigate to Configuration>Customer portal>Feedback buttons and click on Create.

 Step 2: Choose style of your feedback button: Side, Corner, Inline, Custom (from image or by writing own HTML code). All pre-defined designs can be customized easily.

 

Step 3: In the next screen you can name your feedback button, select suggestion category to which the button will refer, system language and also a contact us button by which the customers can get in touch. Activate the feedback button by checking the "Active" box .

Step 4: By clicking the Button settings you can make changes to the design of the button (colors, animation, position, text. hover effect).

Step 5: Click the design section to change style and colors of your feedback window.

Step 6:  After having your feedback button set up according to your needs hit the Save button.

Step 7: Now navigate to the Integration section and place the following code before </body> of your page.

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