Gathering direct input from your shoppers is the most effective way to refine your automated support experience. This feature empowers you to collect real-time satisfaction ratings directly within the chat interface.
By monitoring these interactions, you gain clear visibility into how well your AI assistant meets customer needs. You can identify specific pain points and celebrate successful resolutions with ease.
Activating this tool transforms vague assumptions into actionable data for your business growth. It ensures your customers feel heard while providing you with the metrics necessary for continuous optimization.
Ultimately, a robust feedback loop builds trust and leads to higher conversion rates for your WooCommerce store. You will be able to bridge the gap between automated efficiency and authentic customer service.
Accessing Feedback Settings
To begin managing your ratings, you need to locate the specific configuration panel within your WordPress dashboard.
- Log in to your WordPress admin area and find the StoreAgent menu item.
- Navigate to the Settings sub-menu located under the main plugin heading.
- Select the AI Chat tab from the top navigation bar.
- Click on the Customer Feedback option in the left-hand sidebar menu.
Configuring Feedback Collection
Once you have reached the correct screen, you can tailor how the feedback prompt appears to your visitors.
Enabling the Rating System
To start collecting data, you must first activate the primary toggle. Move the Enable Customer Feedback switch to the ON position. Consequently, your AI assistant will begin displaying rating icons after completing a response.
Customizing the User Interface
Personalizing the text ensures the experience feels consistent with your brand voice.
- Feedback Prompt Text: This field allows you to edit the question displayed above the rating buttons. You have a limit of 200 characters to keep it concise.
- Skip Button Text: Use this field to define what the cancellation button says. Most users prefer “Skip” or “Not now” to keep the interaction low-pressure.
Managing Negative Experiences
Understanding why a customer is unhappy is just as important as knowing they are satisfied. StoreAgent provides specific tools to handle these moments gracefully.
Requesting Specific Details
You should enable the Request Reason on Negative Feedback toggle to dig deeper into issues. When a customer clicks the “thumbs down” icon, the AI will automatically ask them to provide more context about what went wrong.
Support Escalation Integration
If a customer remains dissatisfied, you can offer them a path to human intervention.
- Scroll down to the Support Escalation section.
- Toggle Enable Support Escalation to ON.
- Enter your preferred help desk link in the Support URL field.
- Activate the Offer Escalation After Negative Feedback toggle.
Furthermore, this setup ensures that frustrated shoppers are never left without a solution. It automatically triggers a support link only when the AI detects a negative rating.
Benefits of Feedback Tracking
Implementing this system provides several strategic advantages for your e-commerce operations:
- Identify Response Gaps: Pinpoint exactly which questions the AI struggles to answer accurately.
- Refine Brand Voice: Adjust the tone of your AI based on how customers react to its personality.
- Boost Conversion: Solve customer doubts more effectively by learning from previous successful chats.
- Monitor Trends: Track satisfaction levels over time to measure the impact of your AI training updates.
Troubleshooting Common Issues
If the feedback icons do not appear in your chat widget, please verify a few settings. First, ensure the Enable Customer Feedback toggle is definitely saved in the ON position. Next, check that your Support URL is a valid link starting with “https://”. Additionally, clear your website cache to ensure the latest settings are pushed to the frontend widget.
