Chat as a support channel delivers a lot of advantages to an organisations. Since agents can manage many concurrent communications with end users, that it supports a lesser cost per session than conventional voice communications. In the same time it provides real time communicating, that’s been demonstrated to deliver high levels of customer satisfaction. For any company that offers support via chat, attaining these advantages requires an understanding of the metrics which enable you to track the health of your discussion channel and when required, create improvements. To understand the metrics you need to be measuring, first you must understand who interacts with chatting.

You can track the results of your whole support structure, rather than only one element. Key metrics for end users – Your customers want their problems solved quickly, so they’re looking for a reactive chat with someone knowledgeable enough to finally solve the problem or query. Time waiting to be answered. Before they start the process of conversing are customers waiting a lengthy time? Length of chat. Once they are conversing with the agent, is your chat itself taking a long time? The right answer depends upon the type of support being provided agent’s response speed matters alot.

When something is typed by the end user does it take to time obtain a response? The number of concurrent chats the broker is managing affects this, its crucial that the agent acquires the balance of reaction speed and agent efficacy right. Time to resolution. How long does it take to solve the entire issue? In addition, what’s the percentage of chats which are resolved by the original representative without having to pass the consumer around? Key metrics for brokers – while looking at agents, efficacy and effectiveness as paramount. Expectations for broker metrics like how many concurrent clients they might help and how long it can take to solve an issue will differ by industry and by issue type.

These metrics will assist you keep track of agent performance so you could create informed decisions about workload management and identify areas for performance improvement. Number of concurrent chats. How many simultaneous chat clients can your agents handle? The more the representative can handle, the lesser the cost per session, however this efficacy needs to be balanced with client perception and satisfaction. Overall chat length. Agents should also be cautious if their chat is being spied or not has the power to spy on WeChat messages. Same goes with live chat. are they Safe? How long does the chat session last? Manage the anticipation for the support organisation as a much whole and compare against industry averages. Length of post chat wrap-up. Average agent availability.

Are you best utilising your agents time? If theres high availability, how may you better use their time, if accessibility is low then you might be overloading your agents. Understanding this metric with time shows you the peaks and valleys of accessibility and helps you better predict the perfect resource levels in the future.