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  1. Surveys
  2. 2015
  3. March
  4. E
  5. Etech Existing Chat Clients

Etech Existing Chat Clients

Integrated Customer Engagement
0%
Exit Survey
 
 
Hello:

You are invited to participate in our product develpment initiative. In this survey, approximately 100  people will be asked to complete a survey that asks questions about their experience with Live Chat software. It will take approximately 5 minutes to complete the questionnaire.
Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.
Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Matt Rocco at 936.559.2239 or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
Email: [email protected]
 
 
 
 
* How satisfied are you with our services?
Extremely Dissatisfied
Very Dissatisfied
Neutral
Very Satisfied
Extremely Satisfied
 
 
 
* If you are not satisfied, why not?
   
 
 
 
Consider your current Live Chat Software including customer service, features and benefits, and cost. How satisfied are you with your current Live Chat Software company?
Extremely Dissatisfied
Very Dissatisfied
Neutral
Very Satisfied
Extremely Satisfied
 
 
 
How did you first discover this software was available for purchase?
 
Internet /website
 
Advertising - TV, newspaper, magazine, radio
 
Brochure, preview
 
Friends/Family/Someone told me about it
 
Read a magazine article/review
 
Through the mail/mail catalogue
 
 
 
How long have you used your current Live Chat software?
 
Less than 1 month
 
1 to 6 months
 
6 months to 1 year
 
1 to 2 years
 
2 years or more
 
Never used
 
 
 
Based on your experience with your live chat software, how likely are you to buy the same software again?
Very Unlikely Somewhat Unlikely Not Sure Somewhat Likely Very Likely
 
 
 
Would you say the value of your Live Chat Software, as compared to its price, is:
Fair Poor Average Great Excellent
 
 
 
* Which of the following attributes enticed you to try the Live Chat Software (initially)?
 
Easy to use/convenient
 
Features / Benefits
 
Price Value
 
Solves problem
 
Trustworthy Brand
 
Advertising
 
Referred by Friend

 
 
 
What would you most like to change about your current live chat software?
   
 
 
Please rate the importance of each feature in the live chat software
Not at all Slightly Moderately Very Extremely
* Customizable Chat window
* Pre and Post Customer Survey
* Co-Web Browsing
* Proactive chat rules
* Visitor Chat History
* Integration with CRM
* Advanced Reporting & Analytics
 
 
 
* After reading the our product description, how interested would you be in using Etech's Live Chat Software?
Not At All Interested Not Very Interested Neither Interested Nor Uninterested Somewhat Interested Extremely Interested
 
 
 
Which groups of people do you expect to be the greatest users of this service? You can select multiple answers.
 
Sales Support
 
Customer Service
 
Email Support
 
Technical Support
 
Other
 

 
 
 
Other than the product itself, which of the following would most influence you when deciding to buy a Live Chat Software?
 
Commentary on the Internet/Web site
 
Word-of-mouth
 
Sales/service representative
 
Industry publications
 
Advertising
 
Trade shows/events
 
Price/offers
 
Other
 

 
 
How important are the following product characteristics to you in the selection of Live Chat software?
Not at all Important Somewhat Unimportant Moderately Important Important Extremely Important
* Ease of Installation
* Hardware Compatibility
* Integration
* Completeness and Organization of Documentation
* Accessibility of Product Support
* Feature list
* Value Relative to Cost
* Overall Reliability
* Overall Performance
 
 
 
Before purchasing your current live chat software, which software did you compare? (choose all that apply) OR - Before deciding on your next live chat software, which software will you compare it with?
 
Live Person
 
Bold Chat
 
Website Alive
 
LiveHelp Now
 
Live Chat
 
Other
 

 
 
How useful are each of the following Live Chat Software protocol INSTALLATION options for your company?
Not Useful Somewhat Useful Moderately Useful Useful Extremely Useful
* Self installation
* Web page offering technical support
* Web page offering Frequently Asked Questions and solutions
* 24-hour phone support for technical assistance
* On-site engineer to assist and teach during installation
* Installation by third party
 
 
 
About what would you expect to pay for a new Live Chat Software like the one described? (Nearest dollar/license)
 
Would not use one
 
Less than $20/month
 
Between $21-30/month
 
Between $31-60/month
 
Between $61-100/month
 
More than $100/month
 
 
 
* All things considered, over the next 12 months how likely are you to replace your current Live Chat Software?
 
Never
 
Low Chance
 
Not Sure
 
Certain
 
High Chance
 
 
Overall, how interested would you be in buying these products.
Not At All Interested Not Very Interested Neither Interested Nor Uninterested Somewhat Interested Extremely Interested
* Live Chat Software
* Email Support Software
* Call Quality Monitoring
 
 
Considering your experience with Etech Global Services as your trusted partner, how interested would you be in learning about our other outsourcing services?
Not At All Interested Not Very Interested Neither Interested Nor Uninterested Somewhat Interested Extremely Interested
* Outbound calling
* Inbound callls
* Customer Service
* Technical support
* Live Chat
* Email Support
* Lead Generation
* Back Office operations
* Software Development
 
 
 
* Would you recommend Etech Global Services to your colleagues?
 
Yes
 
No
 
 
 
* If you would not recommend Etech, why not?
   
 
Integrated Customer Engagement a Product by Etech Global Services
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