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Live chat support survey

The Macular Society is considering introducing a new way for people affected by macular disease to get in touch with us for information and advice. Our aim is to reach more people and in more ways. The way we all communicate is changing. People use their phones and other devices to seek out information at a time to suit them.

With this in mind, we’re exploring the possibility of introducing a live chat function on the Macular Society website. Live chat will be a button on the website which enables people to interact with an Artificial Intelligence (AI) powered assistant that will answer the query they may have. If the AI live chat tool is unable to answer, the person will be automatically connected with a member of our helpline team.

The Macular Society has a wealth of information on all aspects of living with macular disease which the AI assistant will be able to direct people to. It will also be able to identify if the person is struggling and needs more support and will then flag this to a member of our team.

We need your help
We’d be grateful if you could complete the following survey to let us know your thoughts about live chat. We would like to hear about your experiences of:
  • using live chat functions on other websites
  • how accessible you found them
  • how useful they were; did you get the outcome you wanted?
  • whether you would use the function if the Macular Society introduced it.
The survey is completely anonymous and your responses will be used to help us make a decision about using live chat functionality.

Thank you for taking the time to share your thoughts.
About you
1.What age group do you fall into?(Required.)
2.Which of the following best describes you?(Required.)
3.If you have a macular condition, which condition do you have? Please tick all that apply.(Required.)
About your live chat experience
4.Have you previously used live chat?(Required.)
5.What type of websites or apps have you used live chat on?(Required.)
6.How easy did you find using the live chat function?(Required.)
Very easy
Relatively easy
Neither easy nor difficult
Difficult
Extremely difficult
Not applicable
7.Did you get the answers you wanted?(Required.)
8.How accessible was it?(Required.)
Very accessible
Accessible
Neither accessible or inaccessible
Inaccessible
Extremely inaccessible
Not applicable
9.Would you use it again?(Required.)
10.Would you consider using the chat function if the Macular Society introduced it on our website?(Required.)
11.Any other comments about your experience using live chat?
Thank you for taking the time to give us your feedback. We will use the information you have provided anonymously to help us with making a decision about using live chat functionality.

You can change what you receive from us at any time on 01264 350 551 or info@macularsociety.org. You can also read our privacy policy, which covers the ways that we gather, store, keep and use information.