We're pleased to announce two more new features that some of our customers have been asking us to build, and we think they will be important tools for analyzing support traffic patterns and needs.
Chat tagging gives you the ability to track not just how many chats you get, but – just as importantly – what they're about.
Real-time Dashboards give you real-time data on what your customers and your agents are doing and compares it to past days, weeks or months, so you can see trends as they develop.
Chat Tagging
Your staff took 100 chats this week; how many were for sales, how many for support, how many were for something else? Unless you’ve set up a multitude of separate departments, it’s difficult to know. Now, however, your agent can choose up to five tags, classifying a chat as, for example, a sales inquiry, a completed sale, a technical question, a refund request or a billing question -- or any combination thereof. For example, a chat that's been tagged at the outset as "Complaint” may end up as a "Made the Sale” chat when your agent persuades the visitor that your newer product will resolve his or her issue. When the chat is tagged as both, the data will clearly show your staff's (or an agent's) ability to move an unhappy customer to a sale. Too many "Troubleshooting” chats about "Function X” in "Product Y” may mean a problematic feature.
Reporting on how many chats of this type or that will help you close gaps in documentation, be more proactive against common issues, identify information bottlenecks on your website (create a "Could Not Find Information Via Self Service” tag) and determine staffing priorities(run "Chat tag statistics" report in Analytics). You can create up to 30 tags in Admin Panel->System Setup->Chat tags, which gives you the ability to get highly detailed information about the content of your chat traffic.
Dashboards
Dashboards can give you an up-to-the-minute snapshot of the number of visitors browsing your site, chatting with agents, searching for and viewing knowledge base articles, website referrals, tickets by category, ticket backlogs and agent workloads, and other data sets that provide you with the information you need to identify what your customers need the most at any given moment.
When you have this information, you can (among other things) assess peak-time staffing, individual agent activity (or inactivity) and search engine optimization, improve knowledge base articles and article tagging, and be better prepared for future daily / weekly / monthly patterns of customer contact. If you want to know how running a sale boosts visits to your site or how it impacts your staff, the Dashboards can show you exactly the information you're after.
Because client input is an important factor in what we engineer, if you need a new dashboard to report on a certain aspect of the LiveHelpNow service you offer, please tell us and we'll do our best to build it.
We hope these tools prove useful in helping you service your customer base more efficiently, and others are on the way. Stay tuned!