HOW IT WORKS?
AVERAGE CHAT ACCEPT TIME
Chat accept time is the amount of time it takes an operator to initially accept a visitor's chat request.
AVERAGE CHAT TIME
Average chat times or chat durations should be kept under 10 minutes, but this will vary based on the nature of chat conversations.
It is very favorable to setup a variety of canned responses and to keep them up to date over time as best practices and company policies change.
The average operator response time is the time it takes an operator to respond to a message sent by a customer during a chat session.
Dropped chats can be managed by training Operators on utilizing the LiveHelpNow Alerter notification software:
Operator utilization rate is the amount of time your operators spend chatting when online.
Automatic chat invitations are displayed to each unique visitor once per hour with a general greeting.
Post-chat surveys allow you to get customer feedback on their experience with your operators.
Your chat volume rating compares the number of chats you've had in this activity period to the LiveHelpNow accounts of clients in your industry.
YOUR VISITOR VOLUME
Visitors find your website through search engines by clicking on one of the first few search results on page one or on a paid search advertisement.
When transferring a chat from one operator to another all of the chatting visitor's history is passed along so no time is wasted asking them repeat questions.
Whisper technology allows one operator to coach another operator 'behind the scenes' within an active chat session.