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Progressing with LiveChat Harvesting your results
22 November 2013
W E B I N A R
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Robert LegienUX Specialist
Host
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01. Reporting
02. Building efficiency
03. Establishing robust setup
04. New ticketing system
05. Questions & Answers
Agenda
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01Reporting
Grasping the insight
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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
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Dashboard
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Total chats
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Chats ratings
.........your.page.com
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Chats ratings
.........your.page.com
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Queued visitors
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Queued visitors (24h distribution)
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Queue waiting time
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Availability
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Goals
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Chat surveys
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Reports’ export
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02Building efficiency
Beyond the clues
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LiveChat
Chats
Reports
Chats
Ratings
Goals
Surveys
Queue
Availability
Missed chats
Chatsmissed opportunities
effectiveness
hi-traffic hourspro-like agents
slow goo
Reports
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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
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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
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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
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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
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03Establishing robust setup
Beyond automation
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Integrations
API & webhooks
LiveChat
Reports Chats
Integrations
Website Your App FB page
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We’ve got plenty of them!
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Let’s you push automatic newsletters campaigns, for your visitors.
e.g MailChimp
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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.
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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.
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04New ticketing system
COMING NEXT MONTH
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LiveChat
Built-in tickets
Chats Ticketsand
EmailWebsite Your App FB page
your channels
COMING NEXT MONTH
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Built-in ticketsCOMING NEXT MONTH
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Built-in ticketsCOMING NEXT MONTH
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Thank you!This webinar will be published on www.livechatinc.com/webinars/
We will include all the answersfrom today's Q&A session
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05Questions & Answers