Realizing highest quality customer service at minimum support cost is one of the primary goals of each customer service team; and this requires a real-time and comprehensive reporting. To help you gain in-depth knowledge about your chat volume distribution and maximize your operator productivity, we’ve introduced more reports to Comm100 Live Chat for Enterprise, dedicated to satisfying large organizations with enterprise-level needs.
Check out our newest additions.
Together with 24/7 Distribution report, this report helps you find a sweet point where your support cost is minimized and in the meanwhile quality chat service is guaranteed.
The percentage of how much time the operator was engaged in chat during the login time. For example, 50% utilization indicates that operators remain idle half of the time when they’re supposed to provide chat service and you would probably consider assigning some chat operators on other tasks to ensure that their productivity is maximized.
The average number of concurrent chats the operator dealt with. As an addition to Total Chats, this metric averages the workload over the entire login time period and offers a further view on your operator workload. A good example would be that a fully occupied operator with 100% utilization might only have one concurrent chat throughout his login time.
Hence each metric should not be looked at alone, but in relation to others for better decision making.
The average amount of time the operator took to respond to a chat message. This reflects how fast your operators are in replying to clients and help you develop proper improvement ideas in terms of communication skills, typing speed, product knowledge and others.
The average number of chat messages sent by visitors/operators per chat. This helps you to seek for other possible factors influencing operator efficiency such as operators’ chatting style and more.
These new additions plus other existing ones, such as Operator Status report, Pre/post-chat report, Customer Rating report, we believe, will bring you fresh insights into the effectiveness of your live chat program. We welcome you to register our live demo and join our hosts to start exploring Comm100 reporting.