Getting The Most From Live Chat

So we all know that using live chat can increase online sales conversions and improve customer support productivity.  But how do you know if you are using live chat effectively?  Do you have the right information you need to manage the performance of your live help function?  If you don’t then you’re probably not maximizing the benefits that live chat has to offer.

Live chat software isn’t a magic pill that you swallow and instantly become an online selling and support powerhouse.  You need to have the right systems and processes in place to effectively manage the performance of the team that is using your live chat software.

Real-time live chat reporting is essential.

A real-time live chat dashboard allows those who have the responsibility for managing live chat agents to monitor – in real-time – team performance.  Such a report should provide real-time access to:

  • Key Performance Indicators (KPIs)  – this includes the number of visitors currently on your website, number of chat agents available, number of chats in the queue, number of chats occurring and your current chat agent utilization rate.  With this information you can adjust staffing to ensure that you maximize team performance and best serve the needs of your site visitors.
  • Progression Monitoring you want to be able to see how site visitors are moving through key paths of your website.  This makes it possible to make critical adjustments that can affect the flow of your site visitor “stream.”  One of the most common paths to monitor for an online retailer is visitors > shopping cart > close.  By implementing proactive chat at different points in this process you can watch as the flow changes.  Trial and error and fine-tuning the dials is an important aspect of managing your live chat performance and without progression monitoring this is tough to do.
  • Live Activity “Feed” – if you’re managing a team that is handling your online live help it’s valuable to be able to see the activity of your staff displayed in real-time.  Imagine something like a live twitter feed as part of your live chat reporting dashboard where you can see when each individual chat agent has logged in, logged out, who has accepted a chat, visitors that have requested a chat and at any point click into an item in the live feed to privately view the chat or jump in to help an take a chat that is waiting.

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Working with your eyes closed isn’t recommended

Absent a real-time view into the performance of your live chat implementation puts you at a significant competitive disadvantage.  Remember, prospects and customers can go to the competition with the click of a button.  Without knowledge of what’s happening – and the ability to make real-time adjustments –  you run the risk of losing sales opportunities, frustrating existing customers and overworking your staff.

To learn about Velaro’s live chat reporting capabilities check out the Velaro product tour page.