live chat - the good, the bad, and the ugly
TRANSCRIPT
L i v e C h a t – T h e g o o d , t h e b a d a n d t h e u g l y
Wendy PriceAccess to Higher Education Manager, University of Sunderland
London, UK | 24 February 2016
Provide an overview of the functionality and features of Live Chat
Share my experiences of testing, launching and using the product
Review the benefits of Live Chat and share ‘next steps’
1
Share best practice on efficient product
usage.
2
3
4
Learning Outcomes
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Access to Higher Education Team
Student Helpline
Live Chat
Phone
EmailCRM
Hobsons Connect
Conversion activities
Scholarships
Student Recruitment
support
Meet the team
What is Live Chat?
Operator view
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Live Chat - features
• Accessible from web browser
• Chat directly from inside web pages
• Easy to customise – including photos
• Queue system
• Visitor intelligence
• Exit and entry surveys
• Reporting and data export.
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Live Chat – the good (part one)
A-level results (August 2015) 835 chats in one week.
Period Number of chats
May – July 2015
August – October 2015
November 2015 – January 2016
Total
Period Number of chats
May – July 2015 2,660
August – October 2015
November 2015 – January 2016
Total
Period Number of chats
May – July 2015 2,660
August – October 2015 5,341
November 2015 – January 2016
Total
Period Number of chats
May – July 2015 2,660
August – October 2015 5,341
November 2015 – January 2016 3,122
Total
Period Number of chats
May – July 2015 2,660
August – October 2015 5,341
November 2015 – January 2016 3,122
Total 11,123
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Live Chat – the good (part two)
• Extremely easy to use and navigate
• High levels of customer satisfaction
• Can quickly resolve queries
• Background info (web pages) and history
• Very effective tool for reassuring people
• Pushing pages and sending files
• Reporting and data export
• Transcripts can be sent via email (automated)
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Live Chat – the bad
• “That horrible noise!”
• Widget on website
• “Operator screen is a bit dull”
• We (unfortunately) don’t have every answer instantly
• At peak times difficult to juggle with other tasks
• Strange enquiries…
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Live Chat – the ugly!
CENSORED
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What we’ve learnt so far
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What we’ve learnt so far
