This update introduces new features that will help you improve productivity and efficiency, as well as some tweaks and fixes to make using our live chat application even easier. Check out some of our latest improvements:
Canned messages are great for speeding up messages and replies and are essential for using Comm100 Live Chat to its full potential. Still, if you have a lot of canned messages, finding just the right one can take a few seconds. Our new shortcuts feature helps you find those canned messages you want quickly, and reduces considerably the time needed to find your favorite messages.
Shortcuts are not the only new feature intended to speed up your canned message searches and selection. Using our new keyword search, agents/operators can find even seldom-used canned messages by entering a keyword. Keywords allow operators to search entire canned message libraries and select the appropriate message within seconds.
Our new canned message report shows you the total number of times each canned message has been used in a given time period. This enables you to analyze utilization differences and identify the best canned messages, weed out the bad or unused ones, and gain insights for improvement. Additionally, managers can see on a “per operator” basis how canned messages are being used from the Operator Efficiency report.
Operator Wrap-up allows agents to assign categories and add notes to chats during and after chat sessions. Notes allow agents to leave important reminders for themselves and others, and categories mean much faster chat history searches and better organization.
With the introduction of the operator wrap-up feature, comes a totally new report that gives administrators and managers insight into the data collected from wrap-ups. With this information, managers are now able to view a better picture regarding percentages types of chats, and also better understand the needs and wants of visitors and customers.
While Comm100 Live Chat has a wide array of powerful features, not everyone in your team needs access to all of them. Therefore, permissions are an important asset in effective management of your live chat platform. Our latest update adds more granular controls for operator permissions, such as enabling agents to refuse, monitor or join chats. The new controls make it easier for managers to administrate permissions faster and more effectively.
While Comm100 Live Chat already include several very useful filters, new ones enable you to search for chat transcripts based on fields in pre-chat and post-chat surveys and ones included in operator wrap-up forms. These new fields not only help you find specific chat categories or topics, but also help you identify and locate specific types of visitors for analysis.