As a company, one of the most important aspects of success is to make a customer happy. Every company wants to be at the top and have their product be the best, as well as meet their customers’ needs. However, to do so, a company must first understand its customers’ expectations. This is where feedback comes in.

What is the significance of customer feedback?

Customer feedback allows you to better understand your customers’ expectations, such as whether they are satisfied with the product and service, what they would like to see improved, and so on. Changes in product development are easier to target as a result of this.

So, how do you ask for customer feedback? How do you know if you’re on the right track? There are numerous methods for gathering feedback. In this article, we will discuss effective strategies for gathering feedback.

Making quick polls

Surveys and polls are two commonly used feedback methods. To get feedback from logged-in customers, a company can post polls in the group chat.

Polls are typically brief and save time. Customers will only choose from the options because there are already answers they can choose from.

The RumbleTalk group chat platform makes it simple to create a poll. Here are the steps you must take to create one.

1. Log-in to your RumbleTalk account or sign up for a free chat.
2. Click Settings > Polls in your admin panel.
3. Choose Create new poll.
4. Type in a question and four pre-made answers, which your customers can choose from.

It’s really that simple! You can also start a poll right in the group chat. Simply click the gear icon (chat settings) below the user’s list and then select Polls. Then, repeat the preceding steps.

Read the following article to know more about the Polls feature and its uses: Where You Can Use Chat Polls

Request feedback from your customers

Because you used Polls, you can ask your customers why they chose the answers they did. Anyone can send a message in the group chat. To do this, activate Admin mode as an administrator. In the meantime, use this to notify everyone in the chat that it will be used for polls and feedback.

Admin mode allows you to prevent chatters from sending messages. Only administrators are permitted to speak. The admin mode can be enabled directly in the chat settings.

After sending the notification, turn off Admin mode and allow customers to leave comments or suggestions. This allows you to learn more about their responses and what they would like to see improved about the product.

This is another way to collect feedback from your customers. Even if you don’t send out polls, you can ask as an admin what they like about your product. Then, after disabling the Admin mode feature, customers can freely say what they like in the chat room.

After, you can export the chat transcript and keep a copy of their answers. This serves as feedback for your product.

Pay attention to what your customers have to say

Whatever your customer says in the chat and whatever their experience is with your product, it is your responsibility to take it seriously. Any form of feedback is a learning experience. It’s a good way to improve overall company status and branding while also providing a better customer experience. If you listen to your customers, you will be able to deliver results and satisfy them.

For more information on customer feedback and collection, check out the related articles:

• Capture audience feedback with an online chat platform
• Audience Engagement Strategies
• Increase Audience Interaction Through A Chat Poll

Get in touch with us through our social media channels. If you want to get a free demo and learn more about our platform, then send us a message at support@rumbletalk.com.

Customers expect a quick response when contacting chat support. This entails careful management of customers’ expectations. To make customers happy, all agents must be proactive, responsible, provide timely responses, and be fully engaged with visitors. A company can exceed customers’ expectations and make them like the business by applying certain tactics. This is where live chat support comes in.

Avoiding common errors

The most important aspect of any chat support strategy is avoiding common blunders. To begin with, requesting too much information before the chat can annoy the visitor. Next, the installation of new software when a client already needs technical assistance can waste his time. These are the flaws that may put off potential customers.

Therefore, the best way to alleviate this is to interact with customers without collecting any data. From a customer’s POV, this will be a positive step. If any additional information is needed, ask for it at the end of the conversation. Lastly, referring to a browser-based platform will save the customer from bad user experience and frustration.

In using a browser-based platform, there are also big challenges. Here are the top 3 challenges and how you can avoid them.

Avoid using too much AI

Excessive use of support automation can have an impact on live chat support. It’s sometimes impossible for automated devices to provide a sufficient answer to a deeper issue. It can’t be a substitute for a live chat agent.

To avoid this situation, collect all of the queries that can be easily answered by a robot. All complex issues should be delegated to experienced chat agents. As a result, they can handle the issue appropriately and avoid tarnishing the company name.

Furthermore, it will save the clients time who are irritated by integrated systems. An example of this is requiring them to select from a list of options. Meanwhile, chat agents can appease such irate customers by responding quickly.

Chat agents can come to the rescue

The quality of chat agents is far more important than their quantity.

Consider this: a client needs help but a dialog box indicates that agents are unavailable. This will result in the loss of customers as well as negative feedback for the company. When you invest in your business, you can solve this problem. When your team is fully trained in dealing with customers, they can easily save the day. This includes having the knowledge of maximizing tools and multitasking.

Consistently providing chat support services around the clock (avoid missing peak chat times)

Neglecting peak hours in chat support can lead to customer dissatisfaction. If you’re unable to provide a 24/7 service, then consider hiring an organization. They can gather data from previous years, analyze rush hours, and choose the chat agents’ time. The majority of buyers’ locations, as well as national events and holidays, should all be taken into account. This strategy enables you to provide customer support in any circumstance.

The advantage of using a live chat support platform

Chat support provides real-time solutions with no delays. As opposed to phone and email support, it’s more customer-friendly. Using live chat support is inexpensive and easy to install.

It’s a basic requirement for any company that wants to provide the best customer experience. The use of integrated chat reduces the response time to common queries. Using various chat support methods, it’s very simple to manage multiple chats.

If you want to add a live chat platform to your website, then you can send us a message at support@rumbletalk.com for a free demo. You may also sign up for a free account and experience the features firsthand.

Visit our social media pages to get a glimpse of the platform in action. Check out our Facebook, Instagram, and Twitter accounts for more information.

Changing your chat design is easy when you know how to. In this article, we’ll be showing you how you can customize the look and feel of your chat room using the RumbleTalk admin panel.

Why the need for customization?

Since the chat room is a different entity from your website, then for it to be coherent, it’s better to align your chat design with the overall look of your site. There’s a disconnect when the website and chat plugin are not in line. Therefore, with RumbleTalk’s customization features, you can easily customize your chat design anytime you want.

Chat designs to play with

Skins

In your RumbleTalk admin panel, you will see the Design tab. In this tab, there are two options: Visual Design and Skins.

As a beginner, you can choose Skins. The Skins tab features a collection of templated skins (themes) you can use for your chat room. Various chat designs are included, from colorful to simple. Hover over the skin you want and click on it to apply it to your chat room.

Visual Design

The Visual Design tab is for more advanced customization. You will see that there are 6 subtabs that you can customize.

• General
• Users List
• Chat Area
• Text Box
• Dialog Box
• Messages

Each one of these corresponds to an element in the chat room. You can change the background image and color, text color, font size and style, etc. In this example, let’s change the background color. For this, you would need to upload an image or paste an image URL in the Background Image section under the General subtab.

Another example would be changing the messages’ colors. For this, you would need to select the Messages subtab. Here, you will see several customization options for your message box (how messages appear in the chat room). Let’s try changing the color for each message box. Set a message color in the tab below.

Here’s what it would look like.

This is how basic chat customization works. All you need is to select or upload an image, and then you’re all set. If you’re more into advanced customization, then read on.

Advanced chat design

Under the subtabs in Visual Design, you will see Advanced CSS Design. Here, designs are limitless. You can customize the chat room in any way you want. From bold fonts to no avatars, everything is possible.

When you have a developer with you, they can create their own CSS codes to conform with the chat design that you want. If you don’t have one, you can also copy and paste the codes that you can find on our website. Our blog and knowledge base have CSS codes for various customization options.

Here’s a sample of a chat design that changed the entire theme of the chat room. You can find it here.

You can also paste this code to get the same skin for your chat room. There’s also a mobile version for this code, which you can see in the link above.

#text-cover {
	background-color: #e4e4ef;
}

#list-frame {
	width: 20%;
	background-color: #ececec;
	border: 0;
	border-right: 1px solid #d6d6d6;
}

#list-frame #options {
	display: flex;
	justify-content: space-between;
	padding: 0 15px 0;
	align-items: center;
	background-color: #0b3e9a;
	height: 44px;
}

.list-closed #list-frame #options {
	padding: 0 15px 0 5px;
}

#top-buttons {
	border: 0;
	background-color: #efefef;
	display: flex;
	justify-content: space-between;
	align-items: center;
	padding: 2px 15px;
	height: auto;
	border-bottom: 1px solid #bbb;
	box-shadow: none;
}

#invite-button {
	display: flex;
	align-items: center;
	background: none;
	max-width: initial;
	color: #000;
	padding-left: 0;
	font-weight: 700;
	font-size: 13px;
}

#invite-button:before {
	content: "";
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-add.svg") no-repeat;
	display: inline-block;
	height: 25px;
	width: 25px;
	background-size: contain;
	padding-right: 8px;
}

.user-info-selected {
	background-color: #d0e1ff;
}

input:checked+.slider::before {
	background-color: #0a3e9a;
}

input:checked+.slider {
	background-color: #c0d7ff;
}

#search-button.invite-enabled {
	padding: 26px 9px 0 15px;
}

#list {
	padding: 10px 0 0;
	background-color: #efefef;
}

#list>div {
	padding: 6px;
}

#list>div:hover {
	background-color: #dedede;
}

#list .user-container {
	background: none;
}

.user-container {
	padding: 0 10px;
	display: flex;
	align-items: center;
	-webkit-transition: all ease-in-out .3s;
	-moz-transition: all ease-in-out .3s;
	-o-transition: all ease-in-out .3s;
	transition: all ease-in-out .3s;
}

.user-info-selected .user-container {
	background-color: #78b50d;
}

.list-closed .user-container {
	padding: 0 10px;
}

.user-name {
	font-weight: normal;
	color: #334a08;
	font-size: 13px;
	text-transform: capitalize;
	margin-left: 5px;
}

button#search-button {
	content: "";
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-search.svg") no-repeat;
	margin-top: 6px;
}

#chat-extra>img#smiley, #user-info .private-chat-smiley {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-emoji.svg") !important;
}

#chat-extra>img#upload, #user-info .private-chat-upload {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-attachment.svg") !important;
}

#list-handle {
	padding: 0 !important;
	position: absolute;
	right: 48px;
}

.list-closed #list-handle {
	position: initial;
}

#list-handle::after {
	content: "";
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-arrow.svg") no-repeat;
	width: 16px;
	height: 16px;
	background-size: contain;
	display: inline-block;
}

.list-closed #list {
	padding-top: 15px;
}

.list-closed #list-handle::after {
	content: "";
	height: 22px;
	margin-left: 2px;
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-arrow-close.svg") no-repeat !important;
}

#info {
	margin: 0;
	padding-top: 11px !important;
	background-color: #efefef;
	color: #000;
	border: 0;
}

.list-closed #info {
	left: 50px;
}

.list-closed #info, .list-closed #list-frame #options {
	background-color: #ececec;
	border-top: 1px solid #dedede;
	color: #333;
}

.list-closed #list-frame #options {
	height: 34px;
}

#listeners {
	margin-left: 10px;
}

#listeners + span {
	margin-right: 28px;
}

#listeners + span:last-child {
	margin-right: 0;
}

.list-closed #listeners + span:last-child {
	margin-right: 10px;
}

#options a {
	width: 16px !important;
	height: 16px !important;
	background-size: cover !important;
}

#options #pause {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1588945916-pin-icon.svg") no-repeat center center;
	background-position: center !important;
}

#pause.paused {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589204097-pin-icon-pause.svg") no-repeat center center !important;
}

#options #settings {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1588949251-settings-icon.svg") no-repeat center center;
	background-position: center !important;
}

#options #logout {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1588945971-logout-icon.svg");
}

.list-closed #options {
	width: 130px;
}

.list-closed #options #pause {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205041-pin-icon-dark.svg") no-repeat center center;
	background-position: center !important;
}

.list-closed #pause.paused {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205015-pin-icon-pause-dark.svg") no-repeat center center !important;
}

.list-closed #options #settings {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205005-settings-icon-dark.svg") no-repeat center center;
	background-position: center !important;
}

.list-closed #options #logout {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205025-logout-icon-dark.svg");
}

#chat-frame {
	width: 80%;
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-bg.jpg");
	background-size: cover;
	margin: 0;
}

.list-closed #chat-frame {
	padding-left: 49px;
}

.user-image {
	margin-right: 0;
	width: 30px;
	height: 30px;
	border: 0;
	box-shadow: none;
	background-color: transparent;
}

.list-closed .user-image {
	width: 30px;
	height: 30px;
}

.user-info-image {
	max-height: 45px;
	max-width: 45px;
	border: 0;
}

.guest-default-image {
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-avatar.svg");
}

.plus-minus .buttons button {
	border: 1px solid #c0d7ff;
}

.plus-minus .buttons button:hover {
	background-color: #c0d7ff;
}

#calling-box-options button, #calling-box-answer-buttons button, button.private-export, #login-rumbletalk, .login-button {
	background-color: #0a3e9a;
}

#calling-box-options button:hover, #calling-box-answer-buttons button:hover, button.private-export:hover, #login-rumbletalk:hover, .login-button:hover {
	background-color: #0a3279;
}

.field, .field:focus {
	border-color: #0a3e9a;
}

#info {
	padding-top: 8px;
}

#info span {
	font-size: 11px;
}

#user-info {
	box-shadow: none;
}

#user-info, .dialog {
	border: 1px solid #ededed;
}

#user-info .private-chat-round-button {
	background: transparent;
	background-size: contain;
}

#user-info .private-chat-answer-audio {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-call.svg") !important;
}

#user-info .private-chat-answer-video {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-video.svg") !important;
}

#user-info .private-chat-settings {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-settings.svg") !important;
}

.main-message-container, .system-message-text {
	margin-bottom: 25px;
}

.message-user-image {
	margin-right: 18px;
	height: 40px;
	width: 40px;
	background-color: transparent;
	border: 0;
}

.message-user-name {
	font-weight: 600;
	color: #0a3e9a !important;
	text-transform: capitalize;
	font-size: 15px;
}

.message-bubble {
	border: 0;
	background-color: #fff !important;
	padding: 20px;
	box-shadow: 0 1px 5px rgba(0, 0, 0, .1);
	border-radius: 5px;
}

.message-text.first{
	line-height: 23px;
	color: #2d2d2d;
	display: block;
    margin-top: 10px;
}

.message-date {
	font-size: 11px;
	position: absolute;
	right: 20px;
	top: 8px;
	color: #b3b2b2;
}

#text-cover {
	background-color: #e4e4ef;
}

#text-input {
	background: #888;
	padding: 10px 15px 0;
}

#text-input[contenteditable="false"] {
	border-bottom: 1px solid #d6d6d6;
}

.list-opened #text-cover::after {
	border: 0;
}

.list-closed .text-placeholder {
	color: #824600;
}

.logged-in .text-placeholder {
	color: #fff;
	top: 10px;
}

#chat-extra > img {
	width: 0;
	height: 0;
	padding: 11px;
	background-repeat: no-repeat;
	background-size: contain;
}

#chat-extra > img#smiley, #user-info .private-chat-smiley {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206237-smilie.svg");
	background-size: contain;
}

#chat-extra > img#upload, #user-info .private-chat-upload {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206215-attach.svg");
	background-size: contain;
}

#chat .message-user-image:hover {
	box-shadow: none;
}

.list-closed #chat-extra > img#smiley {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206411-smilie-white.svg");
}

.list-closed #chat-extra > img#upload {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206378-attach-white.svg");
}

.dialog {
	box-shadow: 0 0 20px rgba(0, 0, 0, .25);
	border: 0;
}

.upload-dialog-box > button > img {
	background-size: contain !important;
	background-repeat: no-repeat !important;
	padding: 35px;
	margin-bottom: 10px;
	width: 0;
}

.upload-dialog-box > button:nth-child(1) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900970-upload.svg");
}

.upload-dialog-box > button:nth-child(2) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900978-take-photo.svg");
}

.upload-dialog-box > button:nth-child(3) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900987-record-audio.svg");
}

.upload-dialog-box > button:nth-child(4) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900995-record-video.svg");
}

.upload-dialog-box span {
	color: #222;
	font-size: 13px;
}

#info span {
	font-size: 11px;
	text-shadow: none;
}

@media screen and (max-width: 1040px) {
	#invite-button {
		font-size: 12px;
	}
	
	#search-button.invite-enabled {
		position: absolute;
		right: 5px;
		top: 55px;
	}
	
	#list-handle {
		right: 5px;
	}
}

A straightforward method to change your chat design

When you want to change the look and feel of your chat room, you can do so even without the help of a developer. RumbleTalk is a user-friendly platform that you can use to customize your chat room. There are skins and CSS codes that you can utilize from the get-go.

If you want an easily customizable chat platform for your website, then check out RumbleTalk. Contact support@rumbletalk.com to get a free demo.

You can also check out the social media pages to discover more features you might want to use for your website: Facebook, Instagram, Twitter.