Accessing every nook of the globe has become a matter of gliding fingers today. Click and be there where you aspire to be: the geography, the culture, religion and overall lifestyles of any particular region. This is how cyber services coupled with android gadgets have served us with. Raised standards have raised expectations of ours; the two-legged beings.

Live chat support among all services is counted on as the quickest one. Average response time means the time span that live chat takes to acknowledge a customer’s query. It depends on N (Visitor’s position in queue) and X (Max concurrent chat number); variation in any dynamically affects response time.

Our agent’s response time calculation starts from the interval he takes before sending first reply. It doesn’t include the automatic greetings that pop-up right after a customer’s landing. For a real-time response measurement, we take these four steps:

When all agents get occupied by maximum concurrent chats, the new visitors enter a queue and wait there until an agent becomes available. For it we calculate:

• On queue chats which refer to incoming (chats waiting for response) and assigned chats (chats being handed to agents)
• Average or longest wait time of visitors to be served (duration between visitor’s first message and agent’s first \ response). Suppose a visitor has to wait in queue for 30 seconds and if the agent takes 20 seconds for first response, then average wait time will be 50 seconds.
• Missed chats, which mean number of chats that could not be answered within past 30 minutes and it massively affects response time metric.

Estimated wait time formula is:

For it we measure:

• The number of chats being served by an online agent (on average an agent handles around 4-5 chats at a time)
• Average of chats being handled by a logged in agent (the software equally divides chat load as per agents availability)
• Un-responded message by visitor and next agent’s response
• Chat duration that starts from visitor’s message, agent’s response via message or triggers till the chat ends
• How the chat ended like on visitor’s end, on agent’s end or it ended due to inactivity timeout

We work it out this way:

• Currently logged in agents
• Currently online agents
• Logged in agents on break
• Logged in agents with invisible status

It all goes well if we find satisfied visitors in the end, so we never miss measuring their comfort level. After every 30 seconds, we measure the following:

• Overall percentage of chats rated as good
• Number of chats rated good
• Number of chats rated bad

As soon as a client clicks live chat message, his satisfaction level becomes a clock, which starts ticking towards frustration if not responded in time. For it we maintain the mean possible response time of 20 seconds that may vary due to some humanly grounds. Our well-trained active support team with blue-chip software and sound knowledge base are there to respond customers, leading them towards happy buying. The purpose of live chat will be like flogging a dead horse, if it doesn’t serve with fast response time, and we make it possible this way:

We keep an eye on what led customers to hit the chat button. Our tracking action starts from the customers’ landing sources that helps us differentiate between new or the returning ones. We maintain a personalized history of them on basis of their earlier buying processes via chats, emails or messaging that prepares our agents for timely response. Scripted or Canned Responses.

Every product/service buying process specifically goes with frequently asked questions. Therefore, we keep evolving replies to certain queries in accordance with their responses. The more quickly a canned response is answered, the more we keep it activated.

For meeting our SLAs and response-time goals, we keep our automation software updated with following facts:

• Customers’ geographical boundaries
• Priority based tagged emails
• High profile or loyal buyers

We believe in staying proactive and it drastically improves our chats quality and reduces our chat volume as well as the response time. We have updated articles about common queries and compact FAQs links on our website home page that renders an easy to comprehend self service. In case we are over-burdened or short-staffed, we keep responding with expected response time that establishes our careful bonding with the customers, making them stress free and finally stay stick. Our home page also has pop-ups of the active team agent’s photos to make customers feel home.

Our live chat support provides the agent a real-time update of the online buyer. They get to know about customers’ activities and interests in single window, so they don’t need to switch between traditional apps that are nothing but a waste of time.

Our on floor team is always supported with a red alert backup of (AI) Artificial Intelligence and that of advisors and analytics. In case of critical chats, they reroute the chats to seniors who can handle them accordingly.

Our live chat support with the collective team work spoons out the quickest response time to the valuable customers, never leaving them in dismay of waiting.