Utilizing live chat is now a trend for a better business-customers interaction. For its excellent benefits, this new interaction trend is surpassing the traditional methods like email, phone or Facebook.
You want to know how much live chat actually helps your business? In this article, Subiz will show you which metrics you should track and accurately evaluate the effectiveness of live chat application.
Conversion rate
Having another interaction channel means you have more chance to win a customer. There is no better time to convert a customer than when he is wondering about your product.
Using Subiz live chat will help you influence customer’s purchase decision. That’s why tracking the change in conversion rate is so important. Use customer management systems to accurately measure this rate.
Relationship development and feedback from customers
This is both a qualitative and quantitative metric for evaluating live chat.
- Identifying the group of potential customers
- Bringing more value and increase customer satisfaction
To measure this metric, you can check Subiz’s rating report. But for better insights, read the transcripts to see if customers are really happy with the support they received.
Handle time of support team
Handle time is a critical criteria that determine a customer’s satisfaction, as no one wants to wait forever to get help. Agent can quickly respond to visitors using canned responses.
In additional to that, with a clear picture about average website visitors, agent can quickly address their problem and provide better support. Analyze conversations between website visitors and agents to fully understand them.
Once your agents understand your customers, handle time will be improved remarkably, and so does customers’ satisfaction level.
The number of complaints and returns
Chatting directly with agents helps customers to understand their problem better, e.g. the products they want to buy or the service they need, hence getting the best experience with your company.
If they are happy with your support team, then the number of complaints and returns will be reduced considerably. Keep track of this metric to see if live chat has positive impact on your customers.
Optimizing marketing campaigns with live chat statistics
Subiz live chat provide you a lot of information about each website visitors. You can learn where they come from before landing on your website; which pages they chat from the most…
From these statistics, optimize your marketing campaigns for better results.
Agent’s working performance
Live chat is a new channel for your staff to prove their ability, handle customers’ problem and sell to them.
By monitoring the conversations and rating report, you can make accurate employee assessment. Hence allocating your resource for the best customer service.
If you have any problems with evaluating the effectivness of live chat, let us know. Subiz is always available to help!
