At Drift, we believe that gathering customer feedback is paramount to delivering a phenomenal experience. That's why we created Bot Conversation Ratings, so you can get feedback from your customers in real time!
Conversation Ratings are available on any paid Drift plan, starting with Premium.
Setting Up Bot Conversation Ratings
To enable Conversation Ratings, navigate to the desired Playbook and select Settings along the top navigation bar You'll see Conversation Ratings at the top of the list.
Click the toggle to turn Conversation Ratings on. Set up what you would like your Bot to say when it asks customers to rate the conversation and after they provide a rating.
What does Conversation Ratings look like?
Here is an example of Conversation Ratings popping up within a conversation at the goal level.
Conversation Ratings will also pop up for Conversational Landing Pages! For more on those, check out this doc!
Where Do I See Conversation Rating Data?
You can see the data within each Playbook's individual Report tab!
Reports > Chat Playbooks > Conversation Ratings
Ratings are also tied to Playbook version so you can compare changes in your Playbook with changes in customers' experiences with your Bot!
If you click on the Conversation Ratings tile, you will get this pop-out with more information on each feedback rating, such as comments, the date on which the feedback was received, and a link to the conversation!
As always, if you have any questions just chat with us!