A live chat system can prove invaluable to any business. Apart from providing the convenience of interaction with businesses, live chat helps to build better customer acquisition strategies.
You may probably have a live chat system in place. But is it delivering the intended benefits, ie. lead generation, customer engagement, and lowering admin costs?
The success of any live chat system is determined by customer satisfaction. Here are the top six metrics used to determine the success of customer satisfaction:
- Response time
- First Contact Resolution
- Number of Live Chats
- Agent Utilization Rate
- Customer Feedback
- Net Promoter Score
Response Time
The average response time in live chat is calculated as the time it takes to respond during a selected time period divided by the number of responses in the selected time period.
Many won’t be happy if the response time goes beyond a minute. A good response time on a live chat contributes to an excellent customer experience. For example, Livserv’s human-as-a-service promises less than 50 seconds of response time.
And so this can become one of the elements you can include in creating customer satisfaction metrics.
First Contact Resolution
It measures the percentage of time agents are involved in solving an issue for customers. A high FCR rate indicates higher customer satisfaction.
The FCR refers to the customers receiving the support they require efficiently and quickly. This also means that customers have a more convenient, less-stressful interaction. It also means that there was no need to arrange a second call for further assistance as the issues were resolved then and there.
Number of Live Chats
To determine how many chats were assigned to the agents, it’s critical to keep track of the overall number of live chats (how many chats have been handled, and how many chats are still pending).
The quantity of live chats is a vital metric for assessing an agent’s performance and is essential for the evaluation procedure.
Agent Utilization Rate
This live chat performance benchmark, which is also known as Agent Occupancy, calculates how much time is spent working.
As a live chat statistic, agent utilization rate can help you assess both the effectiveness of your contact center as a whole and the effectiveness of each individual agent.
Customer Feedback
When it comes to contact center metrics for all forms of communication, CSAT is a constant. Usually, customer surveys are used to determine these scores.
You will get consistent feedback and make sure chat service level requirements are being maintained by having live chat agents promote a customer survey.
Net Promoter Score
An improvement over survey-type feedback is the Net Promoter Score (NPS). NPS removes questions about your company by posing one easy question.
NPS gauges customer and business loyalty and provides immediate feedback. Usually, it uses a scale from 0 to 10 to indicate how likely customers are to suggest a business to others.
You can include these metrics to evaluate customer satisfaction levels for existing live chat systems. If you arrive at unsatisfactory results, Livserv can be your best live chat agent alternative.
We provide a combination of chatbots and human agents that can help businesses enhance customer experience and increase satisfaction levels. Get your 14-day free trial today!
Chat support providers like LivServ also integrate these chatbots with WhatsApp as well for better customer experience and appointment management. Here’s how.