Improving Your Live Chat Productivity & Service Quality: A Supervisor's Guide

Table of contents

Introduction

Five Steps to Increase Take-up of Your Live Chat Channel

Be Proactive

Promote Live Chat via Your IVR

Make Live Chat Visible on Your Website

Keep Telephone from Being the ‘Default Option’

Add Live Chat to Your Facebook Page

8 Best Practices for Live Chat Queue Management

Strike a Balance Between Customer Wait Time and Internal Resources

Create an Effective Balance Between Problem Solving and Upselling

Create Queues for Different Products and Services

Establish Queue Priorities for Different Customers

Keep Visitors Informed About Queue Status

Use Canned Messages to Shorten Queues

Use Your Expert Agents Effectively

Optimize Your Staff Scheduling with Reports and Metrics

In Review

8 Canned Message Best Practices for Live Chat Excellence

Bring Canned Messages to the Forefront