To depict your company’s big picture of visitors’ influx, potential customers, CSAT, CX and overall growth in easy to fathom figures or graphs, we go for evaluating certain live chat KPIs. These performance measurements enable us to have a look into our live chat support standards as well as insights into your business ongoing headway and upcoming possibilities.

The findings of KPIs reporting are the solid grounds to evaluate and work on customer service strategy, the quality and effectiveness of our support team and so on. We just don’t end up on gathering calculations rather use them for optimizing our live chat service regarding technicalities, human support and your business needs.

Following KPIs reporting is our routine and we evaluate them basing on their needs i.e. per day, weekly, monthly or quarterly:

Number count of daily chats and that of average per day is a pretty easy calculation; our system does it side by side. But we go further in depth to find out the following:

• Chat escalations: number of chats rejected, opposed or passed off to other agents by a certain agent.
• Comparing number count with that of your desired threshold. We optimize it regarding your marketing needs by enhancing visibility and placement of chat button on the website. Switching to proactive live chat strategy is also a part of it.
• Missed chats: by counting it we sort out the adjustment of staff according to peak hours and off-peak timings.
• Number of offline chats: we keep an eye on number of offline messages and chat requests for adding to shifts or that of operating hours.

Through 24/7 reporting we keep an eye on your every day prospects. This reporting isn’t meant for a day use and then discarded. It’s rather saved in our CRM records for your future targets and marketing campaigns. Other than sensing visitors’ footprints on your website forms, white papers, case studies, researches or blogs, our software collects their traces from prior sources like referrals, links and social media too. These calculations give you an insight into customers’ traffic regarding your product demand, target audience and potential customers.

Customer service plays a key role in business growth, quality of company’s procedures, policies and products. So we keep reviewing it for stemming customers’ trust, improving brand awareness, reducing complaints, facilitating your marketing aims and also upgrading our live chat team. We measure customer satisfaction by following benchmarks: NPS (Net Promoter Score): a metric that shows customer’s adherence to recommending your company or product to others.

Customer Effort Score: a one question based survey that grades company for making an issue smoothly resolved for the customer.

Loyalty Measurement: finding out if the buyers stay loyal to you brand or are off to the competitors.

CSAT Surveys: evaluating customer experience via post chat surveys, emails, customer interviews and focus groups.

It stands for average time that an agent takes to recognize and respond to a customer’s query. We make it possible in a matter of 20 seconds with our software support, coupled with live chat agents’ efficiencies. Our target in this regard is quality. We simply believe how finely a customer is driven towards a purchase, not how much bulk is poured into sales funnel. We calculate an agent’s response time from the meantime he takes before sending first reply. It rightly depends on visitor’s position in queue and maximum concurrent chat number of that specific agent. We work it out by analyzing the real-time queue list, ongoing chats and on floor agents’ working. Its formula is:

N: Position in the Queue

X: Maximum Concurrent Number

([N-1/X] + 1): Rounds the number to zero decimal places

On average an agent can handle around 4-5 chats simultaneously. AHT refers to classic measure of agent’s performance regarding how much time he takes for wrapping up a chat. This metric evaluation directs us towards quick and concise solution to customers’ issues. For customer satisfaction alongside quick resolution, we opt for an average handle time of 10-15 minutes; still it depends on your business or product demand. We know that a low AHT if on one side indicates agent’s skills but also alarms a rush sum up of chat. Meanwhile, a high AHT signifies complex issues or an untrained agent. Average handle time can be calculated as follows:

Measuring agents’ utilization or occupancy is a right clue that reveals average of live chat duration, first response time, wrap-up time and other productive functions. Typically we aim for 50-60% benchmark, knowing that too low utilization rate specifies over staffing and poor agents training while high rate may result in rushed chats, flaws in documentation, negative customer feedback and stressed agents. Agent utilization rate can be measured as follows:

This report lays out detailed figures about the agent’s activity showing the times he was available for chat. We represent this report by marking different colors to agent’s statuses on a spreadsheet within 24 hours. The colors of the square give an over view of agent’s activity this way:

• Green: agent was responding to chats
• Red: agent was not responding to chats
• Gray: agent was offline