LiveChat provides us with a better professional look.
April 14, 2018
LiveChat provides us with a better professional look.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with LiveChat
LiveChat has helped us better resolve issues, complaints, commendations and appraisals by our customers to us as a company. Before LiveChat, customers could only reach out to us by either visiting the bank branch, via email, sending post mail or putting a call across to the customer team. The first option was not always comfortable for our customers, and would probably take days for them to have enough time to spare visiting us at the bank. For the last response, while they would get a fast response, they would likely be on queue for upwards of ten minute and expend phone airtime in the process, obviously.
With LiveChat, our customers are able to reach us at their convenience, and for free too. They get a faster and much more relaxed response with an agent on LiveChat, than they will probably get with a call center agent.
With LiveChat, our customers are able to reach us at their convenience, and for free too. They get a faster and much more relaxed response with an agent on LiveChat, than they will probably get with a call center agent.
- DAILY STAFF PREDICTION: This is a feature on LiveChat's chat report which predicts the number of agents we will need on a specific day, by leveraging on the number of chats we have had on that day over the past few weeks. This feature helps predict the number of agents we will need for that day to handle chats, without any need for a web visitor to go one queue.
- FACEBOOK CHAT: This feature gives us place a chat feature on our Facebook fan page, thus enabling web visitors to our Facebook page to communicate with our support agents, without the need to visit our website.
- RESPONSE TIME ANALYTIC: This feature helps measure the speed of our help desk team's response to customer queries. Giving us an insight into the average speed of a representative's first response in a chat and the average speed of all responses in a conversation. This assists us to measure how fast our representatives have been with customers conversations.
- LiveChat needs to introduce a call feature which will enable web visitors to put a voice call across to the help desk team.
- The LiveChat mobile app is overly simplified and does not do much at the moment apart from serving as a means to respond to chat messages.
- LiveChat has enabled us to respond faster to our customers and web visitors. Eliminating long chat queues, and thereby gaining the trust of our customers.
- The chat history feature on this program has made it easy for help desk agents to reference past conversations between a customer and the help desk team to gain important information. It has also been helpful for the support manager to reference random chat sessions between agents and customers, to monitor the quality of the responses by agents.
- LiveChat provides every user with a popup widget which fits well into the screen of the device via which they contact us on our website. It ensures the user experience of our customers while chatting with an agent is equal across board.