Evaluate the live chats that need attention to directly discover what your staff are doing well, and where they can improve.
Our Live Chat Evaluation system provides the ability to be able to read past employee-to-customer conversations to score against pre-made forms and criteria. These evaluations can then be used to help employees improve and develop their skills to improve future customer experiences.
When combined with our Live Chat Feedback tool, chats in need of attention are automatically highlighted based on scores given by customers.
Create Evaluation Forms
Create your own questions, or copy pre-made templates, to mark future live chat communications against.
For example, "Did the employee resolve all of the customers questions?"
Assign Who Evaluates
Anyone can be asked to evaluate a communication - managers, supervisors, colleagues, or even the individual who undertook the live chat.
By involving everyone in the process, it encourages an open, unique learning and development experience.
Whenever a communication appears for evaluation, simply click and the evaluation form will appear, and tell you exactly which live chat needs evaluating.
Users who have the correct permissions can then also assign the same communication for others to look at.
Progress for individuals, teams, and departments is stored in the Report Hub, which displays easy to read, printer friendly analysis and graphs.
Perfect For Training
Any live chat communication can be sent for training, making it easy for both new and old staff to read and learn from some of the best practices, as well as the ones to avoid.
You can then compare and discuss the scores given to help get everyone on the same page in regard to the standards expected by the business as a whole.
For example, as part of a refresher program, staff could be asked to read the same live chat conversations and evaluate how well they think the employee handled the situation. This can help give you an indication of the standards staff follow, as well as help improve their knowledge of what makes a good and bad chat.
Start Evaluating Live Chats Today!
To get started, simply click below, or you can book a one-to-one demo with one of our evaluation experts to ask any questions you may have.
Did You Know...
When combined with our Feedback and Benchmark Tool, you can create the ultimate quality assurance software!
All our products integrate, meaning you can access them all in one panel, making it easier than ever before to get a 360-degree view of how your company communicates to customers and clients.