Dear Provide Support users
We are glad to announce that our new Chat Statistics Module is coming soon and is in process of development at present. We appreciate your loyalty and will be glad to offer new features to meet all your requirements and business needs, thus we would need your assistance in selecting features for the first release of the Chat Statistics Module. Please take a look at our small questionnaire and let us know which 5 features among listed below you find the most crucial. This will help us to deliver best quality software meeting your needs. Let us know your choices by posting them as comments:
- Number of chat button loads
- Number of site visitors
- Number of chat messenger loads
- Number of sent offline messages
- Number of chat requests
- Number of conducted chats (total / per department / per operator)
- Number of missed chat requests (total / per department / per operator)
- Number of sent proactive chat invitations
- Number of accepted/closed/declined chat invitations
- Number of submitted post chat surveys
- Number of logins to the operator console
- Average chat length (per account / per department / per operator)
- Average waiting time before the chat call has been accepted (per account / per department / per operator)
- Average waiting time before operator’s first message is sent (by account / by department / by operator)
- Operator’s average response time (by account / by department / by operator)
- Visitor’s average response time
- Average time between Start Chat Form load and Start Chat button pressing
- Total time spent online (per account / per department / per operator)
- Average number of chat messages from operators (per account / per department / per operator)
- Average number of chat messages from visitors (per account / per department / per operator)
Thank you for your help!
Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC
Olga is a Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC. She is a writer and blogger on customer service innovation, customer service excellence and customer support technology.
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Hello, one of the most important new features for me would be the ability to look at the number of chat requests over specific periods of time. The option to then compare this to page visits, to provide a ‘chat per visit’ stat would be great.
Thank you for your suggestion, Jake. It has been passed to our Product Development Team.
Here are my top 5 features:
Average number of chat messages from operators
Operator’s average response time
Average waiting time before the chat call has been accepted
Number of chat requests
Number of missed chat requests
Looking forward to the release of this module. Thank you for the ongoing development and consideration of your client’s needs.
agree with Kevin
Obviously, the most important statistic is the one that shows customer feedback. You already offer the possibility for the customer to evaluate the care that brendan, voting by stars. But for a manager, director or respondable area, there is no place to find a summary of all the votes in a given period.
The rest of the static that anyone can propose, are for the same goal, make sure the customer is well cared for and that their needs are met. And there is no better way of knowing, that with customer own opinion. Elr this of statistics that can offer peuden be useful and add to the service, but if you do not have a balance on customer satisfaction, does not help the rest.
I concur. I would like to be able to report out on my satisfaction survey results by customer and timeframe. I would also like to be able to hide the results from the transcript.
As a starting point, these are the top-down priorities for our Client who needs to monitor/manage 30 CSR operators:
•Number of chat requests
•Number of conducted chats (total / per department / per operator)
•Number of missed chat requests (total / per department / per operator)
•Average chat length (per account / per department / per operator)
•Average waiting time before the chat call has been accepted (per account / per department / per operator)
•Average waiting time before operator’s first message is sent (by account / by department / by operator)
•Operator’s average response time (by account / by department / by operator)
I realize I’ve given you 7 instead of 5 items; however they are in priority order for your consideration. Our situation is strictly one where the chat is initiated by our Client’s customer. And I agree with the post that said the feedback was most important. It is important for us and our Client also but a knowledge of volume is first.
We’ve been a customer since 2005 and hope that this important functionality happens soon. Thanks!
I’m not sure if this belongs in this section, but I’d like to see a how long a customer has been waiting stat, that updates in real time. We have operators handling multiple chat requests and, without that information, it’s very difficult for us to determine if we need to staff up or down at any given moment.