Activity Forums Salesforce® Discussions What are the benefits of using a pre-chat?

  • What are the benefits of using a pre-chat?

    Posted by Shweta on September 18, 2020 at 3:00 pm

    What are the benefits of using a pre-chat form to gather information about your customers in the Salesforce Service Cloud?

    Mayra replied 1 month ago 3 Members · 2 Replies
  • 2 Replies
  • Ratnesh

    Member
    September 21, 2020 at 6:06 am

    A pre-chat survey enables the collection of visitor information prior to the chat session beginning and quickly route the session to the agent most qualified to manage the chat. It is beneficial in service and support scenarios because visitors already expect to provide initial information to have their issue resolved.

  • Mayra

    Member
    October 31, 2022 at 12:12 pm

    A pre-chat survey helps to collect visitor information and route the chat session to the most qualified agent before the session begins. This is especially beneficial in service and support scenarios, as visitors expect to provide some initial information before their issue can be resolved.

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