LiveHelpNow software also includes our state-of-the-art Enterprise Reporting. Our system is capable of generating reports on a wide range of variables including agent performance, website efficiency, visitor traffic, survey results, lead trends, inquiries by tag, and more! Below we have highlighted what we feel are some, but not all of our most useful reports.
Tag Statistics Reports
Want to start learning more about your client base? Our chat and support ticket tag statistics reports will give you an in-depth look at your business’s customer service trends. LiveHelpNow customer service system automatically tags chats and support tickets to associate them with certain topics and customer behaviors. Once your interactions are tagged, you will be able to generate reports that will allow you to view conversations organized by category. These reports are also interactive. So the days of wading through your entire communication history for valuable consumer insights are over. With a simple click you will be able to view the transcripts associated with each tag.
Survey Statistics Reports
Customer satisfaction surveys are one of the most important tools included with our live chat and support ticket systems. Not just because they have the capability to gauge the quality of your teams’ support in real-time, across multiple communication channels (i.e. website live chat, text messaging, email, social media interactions), but also because the information collected from post-inquiry surveys can be sorted into agent and rating specific reports. These reports are interactive as well, so any negative survey results can be pinpointed quickly and easily to the actual conversion between an agent and the customer! This allows your staff will be able to immediately review and resolve any issues. In addition, management will be able to determine which agents handled negative interactions and what specifically went wrong within each conversation.
Conversion Reports
LiveHelpNow conversion reports will allow you to track which chat or email lead your customers to complete pre-established goals. Objectives don’t have to be just monetary either. Our reports can track any “goal” from free meeting sign-ups to video views and social media likes. The platform will also allow you to comb through chat transcripts and email inquiries and determine which interactions and marketing campaigns were met with the most success.
Chat Sentiment Analysis Reports
If a customer fails to fill out a post-chat survey, that doesn’t mean that LiveHelpNow software won’t be able to alert you when a customer has had a lackluster experience. Chat Sentiment Reports will give your team an opportunity to pander to customers that otherwise may have fallen through the cracks. For example, maybe a customer isn’t completely happy with your service but chooses to forgo voicing their complaints to management. LiveHelpNow software is designed to hone in on any negative interactions within a chat. It then logs the incident into the system automatically. Not only will you be immediately notified of unfavorable exchanges, but you will also be able to run Sentiment Analysis Reports to pinpoint problem representatives and areas where your customer service needs improvement.
