Wanna improve your service and keep your team motivated? We’ve added some updates that let you measure customer satisfaction and see your agents’ performance right after each chat.
From now on all communication with customers can be organized in separate conversations. After the issue has been resolved, the agent closes the chat and the visitor is encouraged to rate his/her live support experience with an emoji, which can be either great, average or poor.
For your customers, it looks like this
Cool, eh? People will appreciate that their voice matters for your company.
So how to close the chat and ask for a rating?
When the problem is solved, a support agent clicks on the gear icon in the chat window and chooses Close chat in the drop down.
The next interaction with a client will become another separate chat, which again can be closed by the agent. And rated again by the visitor, of course 🙂
In this way, every chat becomes a support ticket letting you manage your customer communication as in any CRM or help desk system.
You can view the ratings and check your agents’ performance in their profiles. For this, go to Settings → Agents and choose a specific support agent to display his/her rating. You can also see your own rating in My Account.
The rating feature can be enabled or disabled at all in the settings according to your preference.
If you want to display not just the last chat but the entire history of all conversations with a given visitor and their ratings, just open the chat window and click #View all chats
Any questions? Chat with us and give us a grade 🙂
Proactive chats are great for increasing customer engagement, but they require preciser chat triggers. Look at these 7 chat trigger examples that will make any automated message more enticing and effective.
Check these 7 elements of topnotch customer service management to make sure you're nailing it.