Minding Your E-Manners

Keep your click-to-chat conversions polite with these etiquette tips, and your website visitors will keep coming back for more of your great products, exceptional services, and outstanding customer service.

Your customer service policies are only as good as the live help agents who support them.

Keep your click-to-chat conversions polite with these etiquette tips, and your website visitors will keep coming back for more of your great products, exceptional services, and outstanding customer service.

No LOL: Keep the conversation professional and avoid abbreviations that are common in personal online chats.

“I” before “E”: Check the spelling of messages before responding to visitors. Most professional chat platforms provide this built-in feature.

Read before Replying: Pre-made messages speed up response times, but check that the messages truly apply to visitors’ questions.

The Last Word: Ask if the visitors need anything else and allow them to leave before exiting the dialogue. Remember, customers have the final say, and they often voice their opinions with their dollars.

Train your agents on the importance of online etiquette. In turn, they’ll deliver an experience that has your customers—and maybe even their friends—returning time and time again.

Reporting 101: Essential Tools for Live Help Success

The tools you use to interpret live chat data can make or break your business decisions. At Velaro, our system gives you the most flexible, comprehensive, and easy-to-use reporting in the industry.

The tools you use to interpret live chat data can make or break your business decisions. At Velaro, our system gives you the most flexible, comprehensive, and easy-to-use reporting in the industry.

In this series, we’ll guide you through our reporting tools, helping you see the value of your live help service through real data.

Part 1: Missed Chats Report

Missed chats are missed opportunities. That’s why Velaro’s missed chat reporting helps you maximize your chat potential. To check when you’re missing chats, log onto the Velaro control panel, and select the “Missed Chats Report.”

With this report, you’ll know when you missed chats because agents were answering their maximum amount of chats and when they were online but had an “away” or “auto away” status. You’ll also see when you’re missing chats because agents weren’t online. By reviewing the missed chat report, you’ll have the data to make informed decisions on your live help staffing.

Explore Velaro’s Missed Chat Reporting

Your Success Manager can help you interpret your missed chat report and provide insights on when missed chats are costing you chances to increase customer satisfaction, convert visitors into customers, and generate more leads.

By partnering with StaffmySite, we also offer the resources you need to answer chat requests all day, every day with US-based agents. Contact a Velaro representative for more information.

24/7 Staffing Handles Your (Missed) Chats

Velaro’s customer support team is available to show you how to access your missed chat reports if you need help accessing that information.

What are missed chats costing your business? Missed chats are missed opportunities.

Velaro’s customer support team is available to show you how to access your missed chat reports if you need help accessing that information.

While some businesses can afford 24/7 coverage, we realize that others don’t have the resources to do so. Through our partnership with StaffmySite, your business can benefit by engaging with visitors all day…every day. Professionally trained US based agents will respond to your visitors on the evenings, weekends and whenever people are visiting your site. You’ll now have the resources to help you optimize every click-to-chat opportunity while saving you money on staffing costs. For more information visit www.staffmysite.com.