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

support@company.com

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