Duration of the conversation
Posted: Tue Jan 21, 2025 5:56 am
6. Response time
This is sometimes confused with the wait time metric. The best way to look at this is the wait time based on the initial response time. In other words, after a customer initiates a request via live chat, how long does it take for a representative to accept the request and send that first message?
Response time, on the other hand, is rooted in the belgium consumer mobile number list conversation that follows. So, if a customer sends a message, you would estimate how long it takes for your team member to respond to the message.
However, you need to be careful when using this metric. Sometimes customer service management places too much emphasis on numbers, causing the team to focus more on them than on the actual quality of service.
This is another common way used to track live chat performance individually. It measures the length of the conversation from start to finish.
Ideally, the idea is to resolve the user's query as efficiently as possible, which usually means keeping the conversation duration short.
However, as in the previous point, you should be careful when deciding how you deal with long durations and the extent to which representatives can deal with the consequences.
Conversely, if you feel that your average number is too high, you should probably pay serious attention to the elements of the conversation that may be causing this problem.
This is sometimes confused with the wait time metric. The best way to look at this is the wait time based on the initial response time. In other words, after a customer initiates a request via live chat, how long does it take for a representative to accept the request and send that first message?
Response time, on the other hand, is rooted in the belgium consumer mobile number list conversation that follows. So, if a customer sends a message, you would estimate how long it takes for your team member to respond to the message.
However, you need to be careful when using this metric. Sometimes customer service management places too much emphasis on numbers, causing the team to focus more on them than on the actual quality of service.
This is another common way used to track live chat performance individually. It measures the length of the conversation from start to finish.
Ideally, the idea is to resolve the user's query as efficiently as possible, which usually means keeping the conversation duration short.
However, as in the previous point, you should be careful when deciding how you deal with long durations and the extent to which representatives can deal with the consequences.
Conversely, if you feel that your average number is too high, you should probably pay serious attention to the elements of the conversation that may be causing this problem.