So, after going through a number of informative blog posts about the benefits of a live chat support and seeing your competitors moving ahead of you with the help of this amazing tool, you finally put it up on your official website. You’ve now got an exceptional live chat support powered by highly skilled live chat agents to help your customers out.
But do you think that’s enough? Do you feel you’ll now be able to make the most out of the support tool?
Well, if that’s what you think, you’re probably mistaken. You actually need to know what, how and when the communication between agent and customers is taking place
The reason?
Because it is crucial to the success of your business! So, it’s advisable that you identify and focus on measuring the important live chat support metrics that can help you to achieve your goal of offering excellent service. Come, let’s help you with the same.
Customer feedback:
Feedback matters, no matter positive or negative. Customer feedback is crucial to know about the weak areas of your business.
The agent ratings from customers further help you to filter out your best and weakest support agents. This metric actually helps you enhance your customer support further by providing an additional training to the weaklings using the most effective live chat tips from the best live chat agents.
An enhanced customer support would further mean elevated customer satisfaction and hence an enhanced website experience for future visitors.
Knowledge of products and services:
How well do your live chat agents know your business, it’s products and services?
Are they so well-trained that they can clear each and every doubt of the customers reaching out to them?
If you are not quite sure then you should probably be investigating it. The best way to do that is to check the chat history. The records of interactions between the live chat agents and customers would help you know how well your support team is performing.
Lead generation:
No business in this whole wide world can thrive without customers and lead generation is the very first step towards acquiring them.
As far as live chat is concerned, it is one of the most effective ways of generating quality leads. It plays a major role in sales conversions. A high conversion rate points out to a highly efficacious support team whereas a low conversion rate implies that the customer support team is not being able to fulfill the set expectations.
Measuring the success of your lead generation process can help you know if your support team needs training or not.
Live chat response time and FCD:
Customer satisfaction is directly proportional to response time and first call resolution.
Neither does a customer want to be waiting to be responded back, nor does he wants his query to be escalated from one department to the other. It’s literally frustrating for a customer to go on reciting the same story over and over again and that’s probably the last thing they would want to do!
Response time and first contact resolution are two of the most important metrics to know the effectiveness of your live chat support. So, track both these metrics and get to know how your live chat support is performing.
You can then accordingly set a maximum response time for your agents to abide by. Additionally, you may ask customers in the post-chat survey if their issue was resolved the first time. This would help improve your customer service further.
If you have been measuring the wrong live chat metrics all this while, get on the right track asap!
Source : https://www.livechatagent.com/important-live-chat-metrics/
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