How to reduce the number of missed chats

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Effective use of a live chat knowledge base for self-service and a chatbot to handle routine inquiries can take some load off your team. Training agents to enhance their product knowledge, problem-solving skills, and familiarity with support tools will help them handle chats more efficiently. Typing preview (getting a sneak peek of the customer's question before they hit send), canned responses (pre-written response templates for common inquiries), and integrating OpenAI (ChatGPT) with your live chat software can also speed up chats and help your agents handle more chats without compromising on quality. Efficient chat routing ensures chats are attended by the right agents, minimizing the time wasted on triage and chat transfers. In spite of all this, if the chats per agent is still high, it means you need to hire more agents to optimize the agent workload.


Average wait time Average wait time or queue wait time is the Bulgaria Phone Number List average time a customer spends waiting to be connected to a support agent. It measures the efficacy of your live chat support operation. How to improve the average wait time The strategies mentioned under "How to optimize the chats per agent metric" can help you improve the average wait time too. In addition, you need to: Determine your peak hours and allocate more resources during those time periods. You can also inform customers about the estimated response time in the chat prompt or greeting. Enable agents to handle multiple chats concurrently. To ensure this doesn't affect support quality, it's important to determine the highest number of concurrent chats your agents can handle effectively and restrict concurrent chats to this number. Implement prioritization strategies to ensure that urgent tasks or high-value customers are attended to promptly, minimizing their wait times.



Missed chats Missed chats refer to instances where customers initiate a chat session but don't receive a response from a customer service representative within a reasonable timeframe or before they disconnect or abandon the chat. A high number of missed chats causes frustration among customers and defeats the purpose of having live chat as a support tool. How to reduce the number of missed chats The strategies mentioned under "How to improve the average wait time" are also applicable for missed chats. Response metrics Response metrics measure the responsiveness of your live chat support—that is, how quickly and effectively support agents respond to customer inquiries. First response time (FRT) First response time is the time taken for the first response from a support agent after a customer initiates a chat. It's a critical KPI for chat support as it sets the first impression about your business's customer support. FRT is calculated by measuring the time difference between the customer's initial message and the agent's first response. FRT = Time of agent's first response - Time of customer's first message