And how to make the most of surveys to find the voice of the customer and increase your sales.


Surveys give you information about what your customers think about your business. Surveys also provide invaluable insight into what language your visitors use when they talk to you about the challenges they’re facing. Implementing their vernacular into your communication is a no-brainer if you want to grow your business. Now, you can customize your pre-chat and post-chat surveys with rich text formatting so that your communication is easier to read and more user-friendly.

On top of that, with the latest update to Customer Insight for BigCommerce, you can now preview orders right in the LiveChat app.

Thinking about launching a YouTube channel for your business? You might find our guide to video marketing strategy pretty useful. After all, every year for the last couple of years is the year of video.

Now, let’s get down to business.

Pre-chat survey editor window
What's new for you

Edit surveys with rich text formatting

When you communicate with your visitors, you want your message to be easy to scan and understand. From now on, you can edit your surveys with simple formatting in the LiveChat app. Go to Settings, find chat surveys & forms, and customize your pre-chat and post-chat surveys by adding GDPR consent, for instance.

Once you click on an input field, you’ll be able to choose from formatting options like bold, italics, numbered lists, bullet points, and links.

Customize your forms

“Contact Us” button feature view

With the latest update to Customer Insight for BigCommerce, you can now preview orders right in the LiveChat app. Ask a customer for their order ID, paste it into the search bar, and get access to details like transaction history or tracking information. Bring your customers up to speed with order details in a flash.

The update also brings the ability to add “Contact Us” buttons to BigCommerce Page Builder. If you think your customer is likely to have doubts or questions at any stage of placing their order, you can easily add a button to any place on your website that will open the chat widget when clicked. Stay consistent by customizing your buttons to match your brand’s palette and tone of voice.

Learn more

Finding and implementing the voice of the customer into your communication with customers is crucial for your business. It’ll help you get closer to your prospects by communicating in a way that feels more natural to them. Live chat on your website is one of the methods for collecting VoC data.

Set up your pre-chat and post-chat surveys in a way that your users have to fill out simple forms before they connect with a support agent. The information you collect using those forms can give you an idea about who visits your website or what problem they’re trying to solve. Use that information to tweak your copy so that it’s more persuasive and increases your sales.

Find your voice

Video is the most dynamic way to engage your customers. However, the video production and creating eye-catching videos is still a big challenge for many people and businesses that want to venture into the world of video marketing.

Where to start? How to do marketing with video? Is video the right channel for my brand? What about SEO? How long should my videos be? We decided to answer those questions in a video based on our experience. Hopefully, we’ll inspire you to start creating your video marketing strategy.

Watch now


Imagine this scenario: You’re working and deeply focused. You start to look for an item you just saw a moment ago, but it appears that you can’t find it anywhere. Sound familiar?

A similar situation can take place in different areas of your daily life, but it proves to be especially troublesome at work. With the My Bookmarks app, you can rest assured that you won’t get lost in the depths of your bookmarks tab ever again.

My Bookmarks allows you to save any link you want for quick and easy access in the Details section anytime during a chat. On top of that, you can create bookmarks that are public for the whole team or save a link only for yourself.

The app offers a seven-day free trial, so if we caught your attention, don’t hesitate to test it with your agents.

Try My Bookmarks

Oliwia Połeć
LiveChat Platform



This message was sent to: EMAIL
by LiveChat, 101 Arch Street, 8th Floor,
Boston, MA 02110, USA

Change your email preferences