- Step 1: Align chat goals with business objectives
- Step 2: Manage customer experience and chat volume
- Step 3: Determine your staffing requirements
- Step 4: Train your agents
- Step 5: Build a chat workflow
- Step 6: Monitor success metrics and improve chat deployment
Once you’ve got chat up and running, it’s useful to monitor Analytics data on a regular basis to improve and iterate. Here are some examples of how reporting can help you organize your support team:
- Layering CSAT against chats served shows you if there are any dips in satisfaction and drill down to its root cause. Perhaps one of your agents was underperforming on a particular day.
- By monitoring the average wait time, you can determine if there was an unprecedented increase on a particular day and discover its cause. This will ensure customer response times are kept as low as possible.
- Knowing how productive your agents are can help you understand your support operations better. It also allows you to deploy agents during busy periods to maintain high CSAT rates.
- By pulling up both Agents Logged In and Agents Serving, you’ll be able to compare between when agents were online and when they were actually serving chats. If you notice that there were some agents online and not serving, you’ll know why wait times increased.
Using data and reporting, you can keep an eye on your chat satisfaction and agent productivity and ensure you are offering the best service possible.