Surveys 2015 March E Etech Existing Chat Clients

Etech Existing Chat Clients Integrated Customer Engagement

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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]  I Agree       * 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