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    Pavol Procka
    Chat Service Optimisation - IdeasAnswered
    Topic posted October 25, 2018 by Pavol ProckaSilver Crown: 22,500+ Points 
    79 Views, 2 Comments
    Title:
    Chat Service Optimisation - Ideas
    Summary:
    Chat Service Best Practices
    Content:

    Hi,


    We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone would be willing to share some ideas on how to tackle them (what are you doing in this case?).

    To not just be a leach :), here the issues and some initial ideas we are considering:

      1.Sessions with 0-1 agent messages and customer abandoning chat session without any relevant input or query

      2.Multiple chat sessions submitted by members within a short time span – many of them with little input from    the member

    The effects of this are:

      1. May affect answer rate – keeping available agents busy with unnecessary sessions (luckily this is      not what we are really experiencing)

      2. Inflation of agent productivity statistics and as such the inflation of total contact demand      statistics

    Our Initial ideas on how to address:

     1. Limit number of chat sessions per customer per hour/day

     2. Delaying the assigning/presenting of the chat to agent only after first valid member’s entry     within a chat session as opposed to current where we are presenting the chat immediately after the     customer fills out chat form


    Thanks for any input!

    Pavol

    Best Comment

    Jessica Bradley

    IMHO, I would do more research into the chats with few agent messages. There might be a correlation between the customer dropping from a chat session (resulting in a chat with a few agent messages), and having an increase in multiple chat sessions (resulting in another chat within a short time span). You may find common themes that can be insightful.

    Comment

     

    • Jessica Bradley

      IMHO, I would do more research into the chats with few agent messages. There might be a correlation between the customer dropping from a chat session (resulting in a chat with a few agent messages), and having an increase in multiple chat sessions (resulting in another chat within a short time span). You may find common themes that can be insightful.

    • Pavol Procka

      Thank you very much for your insight Jessica. And since no other/better suggestions came in, I have now selected your answer as the best one :)