We moved factors around in the Reports section, as you may have noticed. There are now five groups, in addition to the summary and knowledge export. Don’t worry, all studies are still available; we just needed to make it easier for you to find a specific style of information and facts. For example, in the agent class, you will see all reports that help you manage your team’s overall performance.
Do you want to know what else we provided? Let’s take a look at some of the features that have been released in the last few months.
Tags can be easily reviewed.
On a daily basis, agents speak with prospects about a variety of topics, ranging from bugs on your website or app to transportation concerns to product requests. With tags, you can quickly add context to these conversations, making them easier to find and evaluate later on. This is where the new tags use report comes in handy.
All of your tag stats are now in one place. You can use the report to investigate differences in chat volume amongst specific teams or to keep an eye on specific topics (e.g., requests for a solution or documented bugs). To view chats with a specific tag in Archives, simply select the tag from the table and click on the chart.
Immediately improve your greetings
More significant conversations with your customers indicate more opportunities to provide. Greetings allow you to focus on the right customers at the right time and encourage them to start a conversation. However, determining what works and what does not when setting up greetings is not always easy.
We have added a knowledge breakdown to the greetings conversion report to make working on greetings much more comfortable.
All greetings are now displayed in a table along with information about the conversion rate and chat variety. It’s simple to see which greetings get you the most chats and which need to be tweaked. You can begin editing a specific greeting from the report. Fewer app clicks equals far more shoppers served.
Get in front of your opponents.
How are you supposed to know if the initial response time of 10 seconds is superior? You can now see how your competitors are performing and draw conclusions for yourself.
You can see your competitors’ average for whole chats, chat satisfaction, chat length, and response times with benchmark details in reviews. To see how you stack up in opposition to your competitors, simply turn on the toggle switch next to a selected report. It’s time to start celebrating with your team or working on the areas that need improvement.
Observe that this report is obtainable for customers on Business and Enterprise plans.
Investigate further with new filtering logic.
Our filters now include OR logic. This means you can configure them to display outcomes that correspond to their potential worth. For example, you can find all chats that were either tagged item request or not in stock. You can also obtain chats that were handled by agents X and Y. These options make assessing your consumer support knowledge easier.
Agent performance report will be available soon.
As I mentioned earlier, we rearranged items in the Stories section to help you get the information you need without distractions. The agent effectiveness report, which will be released in the coming months, is one step in that direction.
It will include information such as chat satisfaction, number of chats, and first response time to allow you to keep track of critical metrics for each agent individually. You will also be able to easily compare stats between men and women on your team. There will be no more skipping between experiences and selecting filters over and over.
Tell us what you think.
Your feedback is extremely valuable in helping us improve LiveChat. How do you feel about the most recent changes? Is there anything you’d like us to improve? Please share your thoughts in the comments section.
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