Progressing with LiveChat Harvesting your results
22 November 2013
W E B I N A R
Robert LegienUX Specialist
Host
01. Reporting
02. Building efficiency
03. Establishing robust setup
04. New ticketing system
05. Questions & Answers
Agenda
01Reporting
Grasping the insight
Website Your App FB page
your channels
LiveChat
LiveChat reports
Chats
how many chats we have? CHATS
how satisfied are our customers? RATINGS
have we reached our goals? GOALS
what do customers say? SURVEYS
how many and how long users wait to chat? QUEUE
were we online when needed? AVAILABILITY
how many customers attempted to contact us after hours? MISSED CHATS
Dashboard
Total chats
Chats ratings
.........your.page.com
Chats ratings
.........your.page.com
Queued visitors
Queued visitors (24h distribution)
Queue waiting time
Availability
Goals
Chat surveys
Reports’ export
02Building efficiency
Beyond the clues
LiveChat
Chats
Reports
Chats
Ratings
Goals
Surveys
Queue
Availability
Missed chats
Chatsmissed opportunities
effectiveness
hi-traffic hourspro-like agents
slow goo
Reports
LiveChat
Reports Chats
Your App FB pageWebsite
API & webhooks
• Total chatting time • Availability per agent • Login/Logout time • Average chat time • Available vs. Chatting time (login effectiveness ratio) • Response time ratio (avg.) • Transfers / Touchpoints • Work scheduler reporting (was chat available in AVAILABLE time slots) • IP restriction login attempts - do agents try to log in outside of their restrictege
tailor made analytics
API & webhooks
• Total chatting time
• Availability per agent
• Login/Logout time
• Average chat time
• Response time ratio (avg.)
• Transfers / Channels
and more...
API & webhooks
Call centre
Problem: Our agents receive chats while on the phone.
Solution: Once a call is answered, agent's status is changed to offline.
Using: REST API (login_status)
Example 1
read more: http://developers.livechatinc.com/rest-api/#update-agent
Example 2
In-house dashboard
Problem: We want to display queued users on an internal dashboard.
Solution: Send visitors details to your the internal dashboard..
Using: Webhooks (visitor_queued)
read more: http://developers.livechatinc.com/build-an-integration/#notify-internal-statusboard
Example 3
Enriching visitor details
Problem: We want to append visitor details with our CRM data
Solution: Get details from your database, once the visitor has arrived.
Using: Webhooks (chat_started) + API (visitor_data)
read more: http://developers.livechatinc.com/build-an-integration/#display-visitor-details
03Establishing robust setup
Beyond automation
Integrations
API & webhooks
LiveChat
Reports Chats
Integrations
Website Your App FB page
We’ve got plenty of them!
Let’s you push automatic newsletters campaigns, for your visitors.
e.g MailChimp
Let’s you push automatic newsletters campaigns, for your visitors.
e.g MailChimp
All you need to do is just add one field to your pre-chat survey.
Let’s you push automatic newsletters campaigns, for your visitors.
e.g MailChimp
All you need to do is just add one field to your pre-chat survey.
Your visitors just need to fill out one field and they’re subscribed.
04New ticketing system
COMING NEXT MONTH
LiveChat
Built-in tickets
Chats Ticketsand
EmailWebsite Your App FB page
your channels
COMING NEXT MONTH
Built-in ticketsCOMING NEXT MONTH
Built-in ticketsCOMING NEXT MONTH
Thank you!This webinar will be published on www.livechatinc.com/webinars/
We will include all the answersfrom today's Q&A session
05Questions & Answers