Measure every chat

A thumbs up or down on every chat, tracked over time.

At the end of a conversation the customer rates it. You see your score trend and get an alert when it dips, so a problem never hides.

Customer satisfaction score

4.6Very good

Positive chats

84%+12%

Conversations

372+23%

Good chats

312+12%

Needs attention

6%-4%

Customer satisfaction

Built-in customer-satisfaction scoring

A satisfaction score from every chat

Positive, neutral or negative on each conversation

Spot unhappy chats and step in

After a chat, ovellan asks the customer how it went with a quick thumbs up or down. You see the trend over time and get alerted when scores dip, so you catch problems before they pile up.

Thumbs-up / thumbs-down rating after a chat
Customise the rating question
Set how long to wait before asking (15 to 600 seconds)
Optional written feedback with the rating
Satisfaction trend over time on the dashboard
Alert when the score dips
Turn it on or off per bot

Questions about this

When is the rating asked?

After the conversation, with a delay you set yourself (two minutes by default), so the question does not interrupt an answer that is still being read.

What do I see afterwards?

The score per conversation, the trend per week and the conversations behind a thumbs down, so a bad score points at a real transcript and not just a number.

Does it work when a human took over?

Yes, and the rating stays attached to the whole conversation, so you see how the combination of bot and agent was received.

Ready when you are

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