Two Simple Steps to Submit the Listener Review
Hello everyone! This post will explain how a member can leave feedback for a listener in the 1-1 chats.
As you all might know two things:
- We have updated the 1-1 Chat interface a few months ago.
- Feedback is part of our community culture and we encourage feedback!
Here are two easy steps to submit the feedback.
Step - I) Click on the ellipsis (…) displayed at the top right corner of the chat box. Select, “End chat”!
Step -II) The Listener Review Modal will appear. Select the “*” for the ratings and write the review to submit it.
Here are the screenshots of how to do it in both - browser and app mode!
I) Browser
II) App
Sharing feedback is helpful and we all encourage you that whenever you have a chat with a listener. Please do share your experiences of the chat as feedback. Your feedback helps us to serve the community better.
Notes:
- Review or Feedback are two terms that you may find used interchangeably at times. So, if someone says “share the feedback” or “leave the review”. It means they requesting your feedback based on your experiences.
- If you have ongoing communication, then you can focus on the conversation to share and get support. We received feedback from the community, about how showing up a review pop-up in the middle of the conversation was distracting for members and also feedback submitted wasn't constructive. So now when members/listeners feel the conversation is done for the hour, either of them can end the chat to prompt the feedback pop-up for constructive feedback.
- Please note to leave the review, you need to have at least some conversation with the listener.
Appreciate this being shared clearly, but is there a reason it was switched to end chat instead of review?
Review was more clear as to the purpose. I have also seen members concerned what ending a chat does - that a listener may thing it means they do not wish to talk again, or it remove.delete the chat (just clarifying ending a chat does not delete messages).
When I do hit end chat, does it do anything on the listeners end?
@AffyAvo
Totally agree!
@AffyAvo Thank you for bringing this up. It's understandable there could be confusion about what ending a chat means. You raise a good point about clarifying so members feel at ease.
- When the "end chat" option is prompted from either side, it means the conversation is completed for that specific time period of say 60 minutes, or more as both listener/member mutually decided.
- When a member/ listener ends the chat, it does not delete the conversation between the two, and the same can be accessed by clicking on their chat. It only means the session is completed for that specific hour.
- When a member clicks the end chat, it prompts a message on the listener screen that the live chat is completed and we are appreciative of their good work in the community.
@ASilentObserver Thanks! Definitely good to know the listener gets a message!
Thank you, Obs for such a clear and exhaustive explanation!
@Tobias5 Hi Tobias, good question. But the answer is no! You or a member need to end the chat in order to prompt the review modal. But end the chat only when the conversation between the member and you completed.
Also, as I shared in above one of the comments,
- When the "end chat" option is prompted from either side, it means the conversation is completed for that specific time period of say 60 minutes, or more as both listener/member mutually decided.
- When a member/ listener ends the chat, it does not delete the conversation between the two, and the same can be accessed by clicking on their chat. It only means the session is completed for that specific hour.
- When a member clicks the end chat, it prompts a message on the listener screen that the live chat is completed and we are appreciative of their good work in the community.
Ah that makes sense @ASilentObserver.
Thanks for answering my question!
@ASilentObserver
Thank you so much, Obs for making this clear post on how members can review, on both, site and app. I appreciate you 💜
@ASilentObserver
Thank you so much for this post! 💛
Thanks for explaining it. I think a workflow or user interface should follow the users train of thoughts and the way the understand and perceive the interface.
In my humble opinion I believe it serves the community better if feedback could be initiated without the need to "end the chat". There's a undeniable emotional connection with formally ending a chat for the sake of triggering the feedback form. It's harder to explain and convince people that pressing the end chat button doesn't mean the session has to be over or they are not welcome to reconnect again.
I'd suggest to add 10 more line of code and offer an alternative to ending the chat for those who want to leave a feedback without ending the chat.
