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How to Measure Live Chat Performance

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Live chat is one of the most powerful tools for customer experience in the current marketplace. 

In a world where customers are constantly connected to the online world, online chat is a reliable way of getting quick solutions to common problems. 

Today’s consumers prefer talking to an agent over chat to calling a contact center, and they often feel that live chat is less frustrating than waiting for the right person to answer the phone. 

Of course, like any digital tool, live chat is only effective when using it correctly. Today, we’re going to show you the crucial KPIs you need to consider if you want to ensure that your chat strategy is delivering a tangible return on investment. 

The Most Important Metrics to Measure for Live Chat

These days, implementing live chat tools is easier than ever. 

You don’t necessarily need to hire a professional developer unless you want a specialist widget with specific functions and unique branding. Many plugins and tools for sites built on Shopify and WooCommerce allow you to instantly access chat functions. 

However, just because implementing live chat is easy doesn’t mean that there aren’t countless ways for your strategy to go wrong. Keeping an eye on these crucial KPIs and metrics ensures you’re making the right impression with your chat strategy. 

1. First Response Time

First response time is a crucial live chat metric. This measures how long customers need to wait before someone responds to them. Technically, this metric only refers to how quickly an actual agent responds to your customer, so automated “thanks for getting in touch” messages don’t count. However, immediately responding with one of those messages can convince your audience to stick around for a little longer. 

The faster your agents can respond to messages and solve problems, the better your brand reputation becomes. The good news is that a good live chat strategy can lead to pretty quick response times. The average time for an agent to see a live chat message is around 2 minutes and 40 seconds.

To improve your FRT statistics, make sure you:

  • Invest in chatbots: AI chatbots can support customers 24/7 with handy, self-service functionality. These tools will also filter out the customers waiting for an agent who can find a solution to their problem on your FAQ page.
  • Prepare canned responses: Quick responses to common queries can help you to address a problem much faster. In addition, preparing canned responses will ensure that your team members can quickly respond to more customers. 
  • Increase your resources: Ensure you have the right hand and enough agents to handle peak demand.

2. Average Resolution Time

The first response rate only looks at how quickly someone responds to a customer’s message for the first time. However, it doesn’t show how rapidly you deal with client problems. Average Resolution Time is the metric that helps to measure customer satisfaction by seeing how long it takes to get to a point where your customer can close the chat. 

If it takes too long for your employees to solve problems, there’s an increased risk of your customers becoming annoyed and frustrated. Additionally, the longer agents take dealing with each individual chat, the more other consumers will have to wait for someone to become available. Finally, the longer it takes to resolve an issue, the more customer satisfaction decreases.

The key to success is ensuring that the right agent deals with the correct customer and that everyone on your team is empowered with the appropriate tools and information. Boost resolution time by:

  • Giving customers a quick self-service solution: For common questions, make sure that you have an FAQ section that you can direct your customers to. In addition, a chatbot that can offer quick canned responses to regular queries can save time. Plus, they’re great for reducing the pressure on your agents’ shoulders. 
  • Integrate CRM tools with live chat: Make sure your agents have access to information about each customer as soon as they start the conversation. This information should include the customer’s name, what they’ve purchased before, and if they’ve issued any support tickets. Integrating with the CRM makes it easier for agents to jump straight into the action without needing the customer to explain everything first. 
  • Keep resources handy: Your team members should have instant access to all the information they need to answer customer questions. Ensure that searchable data repositories are available for everyone on your live chat team. 

Remember, routing tools that automatically send customers to the agent with the proper knowledge or skills will also improve response times and reduce the number of times a customer needs to repeat themselves. 

3. Chat to Conversion Rate 

Live chat tools aren’t just an avenue for problem resolution. Although customers can get excellent service through live chat, they also look to chat to collect information before a potential purchase. Around 38% of customers say that they end up purchasing a positive live chat experience. 

The live chat app on your website can provide real-time assistance for sales queries, converting leads, and maximizing your return on investment. However, to determine how successful your chat system is at encouraging sales, you must look at the chat to conversion rate metric. 

Essentially, you measure the number of chats your company has been involved in, then compare that number to the total number of conversions from those customers. It might be helpful to narrow down your results here by using your data and analytics tools to separate your total number of live chats into those intended for sales information and those requiring assistance. 

If your chat to conversion rate isn’t as high as you would like, there are lots of things you can do to start making a positive impact:

  • Automatically launch a chat: As soon as someone comes to your website, launch a chat window with a bot that asks whether you can help your customer. You can even include a list of commonly asked questions so your customer can get help faster. 
  • Follow up on chat conversations: Make sure you follow up on any questions that customers ask on your chat widget with an email. This is a great way to reach out to customers that may have been distracted and ended up abandoning their cart.
  • Personalize suggestions: Use AI insights and information from your customer management tools to determine which products are most likely to appeal to each customer, then suggest those items. Remember to ensure that your tone of voice in the chat matches your brand too. 

Remember, the faster you can answer customer queries and address their concerns with your live chat strategy, the more likely the chat will lead to a sale. Ultimately, customers are convinced to purchase when they believe they can trust your business to deliver excellent experiences. 

4. Customer Satisfaction Score

The customer satisfaction score is probably one of the most critical metrics in any customer experience strategy. It directly measures customer satisfaction levels and gives you an insight into how well you’re doing from the perspective of your target audience. 

The best way to measure CSAT through live chat is to add a survey to the end of the chat session. For instance, you could ask, “How would you rate this session on a scale of 1 to 10”. Then, based on the score, you’d calculate a “Net Promotion Score.” Each score falls into one of three categories: “Detractors 0-6”, “Passives 6-8,” and “Promotors 9-10”.

The more information you collect about your CSAT score, the easier it will be to determine where you’re going wrong with your live chat strategy. On the other hand, if the score is pretty good after a chat session, you’re probably on the right track. To improve your overall score:

  • Encourage feedback: Getting people to leave feedback, even on a live chat app, can be difficult. Offering customers the chance to win something in exchange for their insights could help you to get more data. 
  • Follow up: Connect with your “detractors” to find out what you did wrong. Follow up in the live chat session by asking if they’d like to leave a more comprehensive review. Alternatively, you can send an email asking for additional information. 
  • Reach out to promotors: Connect with the people who give you the most favorable scores to ask them for their insights. Find out what they enjoyed most about the experience and request a review that you can place on your website for social proof. 

5. Missed Opportunities

The longer someone waits for you to answer their question in a live chat or respond to their initial message, the more likely they’ll give up on the conversation. Unfortunately, this means that your company ends up with missed opportunities. You lose the chance to potentially make a sale, delight a customer, and strengthen your brand reputation.

While you might assume that your customers will know you can’t be available to answer all of their questions immediately, that’s not the case. INC tells us that 51% of consumers believe a business should always be open. So every missed chat is another negative mark against your reputation. 

If you discover that your team is missing a lot of chat chances, this could be a sign that you don’t have enough resources available in this area. However, there are a few ways that you can reduce your chances of missed opportunities, such as:

  • Hiring more team members: If you know that there are times of the year or week when you have peaks in demand, ensure that you have the correct number of staff members available. 
  • Using chatbots: Chatbots won’t be able to answer all customer questions, but they can deliver quick responses to commonly asked queries and reduce the risk of lost opportunities.
  • Provide alternative forms of communication: if your customer can’t reach you on live chat, make sure that there are other options available, like a phone number and email address or a form where your customer can automatically submit a ticket. 

6. Total Number of Chats and Tickets

Keeping track of the total number of tickets your customers submit, alongside the number of chats your employees engage in, will give you helpful information. First, the total number of conversations shows how many customers are taking advantage of your live chat function on the website. 

You’ll also be able to compare your total number of chats to the number of resolved problems you deal with for your customers. For example, comparing your total number of chats to an unlimited number of tickets shows you how many customers have been left to rely on other sources of communication. You can also see how good your employees are at following up with tickets issued by customers. 

When you’re analyzing your number of tickets and chat sessions, you might notice that many of the queries you dealt with were connected to specific questions or topics. If that’s the case, you might be able to create a new FAQ page for your customers or provide your chatbot with extra information that it can use. 

If you’re getting more support tickets through alternative means than live chat, it might be time to ask yourself what’s wrong with your live chat performance and why your customers choose not to use it. 

Improving Live Chat CX for Your Business

Live chat can be a powerful tool for improving customer experience and an excellent way to strengthen your relationship with existing and potential clients.

Step into the shoes of your customer and discover what it feels like to walk through the whole live chat experience, from the moment that you send a request to the live chat team to the moment when you close down the chat with a solution to your problem. Other quick tips include:

  • Getting the software right: Make sure your live chat app is easy for your end customers and your employees. The chat app you use should be convenient and suit your brand. It also needs to collect information effectively without causing problems like GDPR and regulations. Get a developer involved if you think you have a problem with your chat functionality. 
  • Guide your team: Remember that your team needs to know how to use the live chat tools available effectively if they’re going to deliver the best results to your customers. Make sure you give your employees scripts to deal with problems if needed. In addition, chatbots that can quickly grab information from integrated CRM tools and other solutions could make your agents’ lives much more manageable. 
  • Pay attention to feedback: Ask your customers for feedback on their live chat experiences whenever you can. Ensure you pay attention to what they say they like and dislike about the encounter. If you can listen to your customer’s opinions, they’ll give you a lot of helpful information to work with when you’re enhancing and optimizing your live chat strategy. In addition, listening to your audience shows that you have their best interests at heart.

Remember, as well as customer feedback; you might be able to ask your employees for their insights into how you can improve live chat performance too. Employees also work with these tools regularly, so they know which features are more problematic than others. 

Measuring and Improving Live Chat

Live chat functionality isn’t something that you implement into your website and forget about. Instead, like any form of customer service or engagement tool, your live chat solution should be something you test regularly and constantly update to suit your customers’ needs. 

Knowing which metrics to measure when examining live chat functionality and performance will boost the experience you can give your audience and even open the door for better relationships with clients in the long term.

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ExpectedConditions in Selenium

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The majority of web products use AJAX (Asynchronous JavaScript and XML), where elements on the page are loaded at varying time intervals. This can lead to timing issues when automation testing is performed using the Selenium framework. What if a test is run on a WebElement that is not present in the DOM? The findElement function will raise ElementNotVisibleException.

Here are other scenarios that can cause issues in Selenium due to the dynamic loading of elements:

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Selenium vs Cypress: Does Cypress Replace Selenium?

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By automating the entire test procedure, your company will not only save money and time but also deliver superior quality products. Selenium has reined top as the go-to tests framework for almost any sort of test requirement that includes a browser-based application. However, as the world of automation testing continues to step forward, the newest tools have emerged. Chief amongst them is Cypress.io, an automated test framework that is becoming a more and more popular alternative to Selenium. Is Cypress or Selenium a perfect choice for your automation test requirements? Keep reading this blog and understand some tips on why you might willing to choose one or the other – or even use both at a similar time.

Here are a few commonly asked queries that might come up when doing a Selenium vs Cypress comparison:

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14 Product Success Metrics to Measure Software Development Performance

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There are several software products on the market that are used for their varied applications. This software makes the different tasks easier and allows for increased efficiency and performance. Development of any software is a tedious and long process, and it undergoes a series of quality and performance tests before its release and use. With the development in technology, the software gets upgraded with the latest updates.

As the technological world evolves, so do user expectations for handling applications; it is essential to test the performance of the applications before deploying them on a large scale.

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Creating GitHub Actions for Vercel Deployment

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Vercel allows you to host your project as fast as possible with little or no setup. When Vercel is used with GitHub for project deployment, things get more fascinating. When a new update is pushed to GitHub, this enables automated code deployment, streamlining your CI/CD workflow.

What Is Github Actions?

GitHub Actions is a CI/CD platform for automating your build, test, and deployment workflows. You can build and test every pull request in your repository using workflows, or you may deploy merged pull requests to the production repository.

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How to Handle JavaScript Alert in Selenium WebDriver Using Python?

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Alert windows are widely used across websites where an alert message acts as a mode to ‘interrupt’ the current flow of the user journey. A simple example of a JavaScript alert would be someone filling in details on the sign-up page and submitting the details without entering some mandatory information. This user flow also needs to be verified when Selenium automation testing is performed on the web product. 

Handling pop-ups and alerts are one of the common test scenarios that should be tested using Selenium WebDriver. In this post of the Selenium Python tutorial series, we look at how to handle JavaScript alerts in Python. It is worth mentioning that the core fundamentals of JavaScript alerts and popups remain unchanged irrespective of the programming language used for Selenium.

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Top ALM Tools and Solutions Providers

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A good application lifecycle management (ALM) package has software that is able to carefully manage and monitor all aspects of software development.  ALM applications provide tools for managing and completing the phases of design, development, testing, deployment, and ongoing enhancements.   With an ALM solution in place, organizations can significantly improve the way they design, build, test, and adapt their software.  Greater customer satisfaction, speed of development, and reduction of cost is the often the result.

Top ALM Tools:

VersionOne

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7 UX Laws You’Re Probably Getting Wrong

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UX laws are an invaluable tool, providing guidelines for designers that ensure we don’t have to continually reinvent the wheel when crafting experiences for the web.

However, UX laws tend to be devised by scientists and psychologists — people who are more than comfortable with the exceptions and allowances of academic language. By the time they filter down to us in the trenches, the language has invariably been over-simplified, and the wisdom behind the idea diluted.

Today we’re going to look at seven well-known and commonly cited rules of UX design that too many designers get wrong.

1. Jakob’s Law

Jakob’s Law, named for the UX researcher Jakob Nielsen, states that users spend most of their time on other sites and as a result prefer sites that work the same way as the sites they already know.

Jakob’s Law has often been used to limit experimentation and encourage the adoption of common design patterns in the name of usability.

However, the word ‘prefer’ is hugely loaded. While it’s true that a user will more easily understand a familiar design pattern, they do not necessarily prefer familiar experiences.

It has been widely proved that new experiences boost our mood and that new experiences improve our memory. If your goal is a memorable site that leaves users with a positive impression, introducing novelty is a sound decision.

2. Goal Gradient Hypothesis

The Goal Gradient Hypothesis assumes that the closer users are to their goal, the more likely they are to complete it.

It’s an attractive theory, especially in e-commerce, where it is often used to justify simplifying the initial purchase process and postponing complexity to move users along the funnel — a typical example is leaving shipping charges until the final step.

However, anyone who has studied e-commerce analytics will know that cart abandonment is a huge issue. In North America, shopping cart abandonment is as high as 74%.

We don’t always know what the user’s goals are, and they may not match ours. It may be that users are treating your shopping cart as a bookmark feature, it may be that they have a last-minute change of heart, or they may be horrified by the shipping charges.

While providing a user with an indication of their progress is demonstrably helpful, artificially inflating their proximity to your preferred goal may actually hinder conversions.

3. Miller’s Law

Never in the whole of human history has any scientific statement been as misunderstood as Miller’s Law.

Miller’s Law states that an average person can only hold seven, plus or minus two (i.e., 5–9) items in their working memory. This has frequently been used to restrict UI navigation to no more than five items.

However, Miller’s Law does not apply to items being displayed. While it’s true that too many options can lead to choice paralysis, a human being is capable of considering more than nine different items.

Miller’s Law only applies to UI elements like carousels, which have been widely discredited for other reasons.

4. Aesthetic-Usability Effect

Edmund Burke once said, “Beauty is the promise of happiness.” That belief is central to the Aesthetic-Usability Effect, which posits that users expect aesthetically pleasing designs to be more usable.

Designers often use this as a justification for grey-on-grey text, slick animations, and minimal navigation.

Critical to understanding this is that just because users expect a design to be usable does not mean that it is or that they will find it so. Expectations can quickly be dashed, and disappointment often compounds negative experiences.

5. Peak-End Rule

The Peak-End Rule states that users judge an experience based on how they felt at the peak and the end, rather than an average of the experience.

Designers commonly use the Peak-End Rule to focus design resources on the primary goal of each experience (e.g. adding an item to a cart) and the closing experience (e.g. paying for the item).

However, while the Peak-End Law is perfectly valid, it cannot apply to open experiences like websites when it is impossible to identify a user’s starting or ending point.

Additionally, it is easy to see every interaction on a website as a peak and even easier to make assumptions as to which peak is most important. As such, while designing for peaks is attractive, it’s more important to design for exceptions.

6. Fitts’ Law

In the 1950s, Paul Fitts demonstrated that the distance to, and size of a target, affect the error rate of selecting that target. In other words, it’s harder to tap a small button and exponentially harder to tap a small button that is further away.

UX designers commonly apply this law when considering mobile breakpoints due to the relatively small viewport. However, mobile viewports tend not to be large enough for any distance to affect tap accuracy.

Fitts’ Law can be applied to desktop breakpoints, as the distances on a large monitor can be enough to have an impact. However, the majority of large viewports use a mouse, which allows for positional corrections before tapping.

Tappable targets should be large enough to be easily selected, spaced sufficiently, and tab-selection should be enabled. But distance has minimal impact on web design.

7. Occam’s Razor

No collection of UX laws would be complete without Occam’s Razor; unfortunately, this is another law that is commonly misapplied.

Occam’s Razor states that given any choice, the option with the least assumptions (note: not necessarily the simplest, as it is often misquoted) is the correct choice.

In an industry in which we have numerous options to test, measure, and analyze our user interfaces, you shouldn’t need to make assumptions. Even when we don’t need extensive UX testing, we can make decisions based on other designers’ findings.

Occam’s Razor is a classic design trap: the key to avoiding it is to recognize that it’s not your assumptions that matter, it’s the users’. As such, Occam’s Razor applies to a user’s experience, not a design process.

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Continuous Delivery Patterns and Anti-Patterns

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The goal for a successful continuous delivery process is to minimize the time it takes for development teams to go from idea to usable software by practicing agile techniques and automating the entire software delivery system: build, deploy, test, release. This Refcard explains detailed patterns and anti-patterns for core areas of CD, including the delivery and deployment phases, rollbacks, pipeline observability and monitoring, documentation, as well as communication across teams and within the organization.
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Why Zero Experience Designers Need A Chance

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Moving from studying design into the big wide world of web design is a daunting process. It’s a competitive and dynamic industry that’s growing all the time. It’s estimated that between 2020 and 2030, web designer jobs in the US will increase by 13%. One of the most challenging aspects of starting a career in web design is getting hired, especially as a freelancer. 

The first thing that most clients and agencies look for is usually your level of professional experience. They want to work with someone who, while perhaps not a veteran, has at least a few years of experience. This can lead to a lot of frustration for new designers. After all, how are you supposed to get experience if nobody hires you? 

Moreover, clients and agencies miss out on promising candidates when they pass up on skilled designers just because they don’t have experience. 

Here’s why we should all give zero-experience designers a chance.

1. Price

Professional web design doesn’t come cheap, and for a good reason. Most freelancers who have been in the business for many years have built a solid reputation for themselves and have no shortage of work. Web design agencies have a higher degree of accountability and a quality guarantee, which is why hiring their services can cost more. 

If you’re looking to get design work done on a tight budget, you’ll have better luck contacting someone with little or no experience. However, they’re most likely looking to build up their portfolio and will gladly offer you competitive rates.

2. No Experience Doesn’t Mean No Skill

Clients often assume that anything produced by an inexperienced designer will be sub-par or unusable. While it is true that an extensive portfolio is a good sign, it isn’t the only reason to hire someone. 

New web designers may not be as well versed in business, but many of them are still highly skilled and motivated individuals with a lot to offer. 

Whether self-taught or college graduates, they have devoted countless hours to becoming good at what they do. Instead of passing on a zero-experience candidate, give them a chance to show you what they can do with a mock-up. If you’re still dubious, then go with someone else. But you never know what someone has to offer until you put them to the test.

3. They Will Prioritize Your Job

As we’ve already established, finding work as a fresh-faced web designer can be challenging. This means that those with little to no experience are more likely to have time to devote entirely to your project, as they won’t be splitting their focus.

Agencies and well-established freelancers usually juggle several different projects at a time, meaning they will take longer to produce a result. If they happen to be working on a higher-paying job simultaneously with yours, you can guess which one they’ll prioritize. 

It’s always comforting to know that the person handling your design work is focused on you and you alone. You know your project won’t be on the back burner or forgotten about. 

4. You Will Foster Loyalty

This applies more to big web design agencies. New designers know their lack of experience counts against them, even for entry-level positions. If you choose to look past that and hire them anyway, they won’t forget it in a hurry. 

Once you’ve hired them, you have all the time in the world to help them learn the ropes. Include them in projects headed up by more experienced designers, give them lower priority jobs, and create an environment where their technical skills can flourish. 

Everyone has to start somewhere, and you can bet that they will remember who decided to give them an opportunity when nobody else would. A few years later, when they’ve found their feet in the industry, you’ll have a skilled, experienced designer with something you can’t buy: loyalty. 

5. They’re Eager to Learn

Industry veterans eventually become somewhat set in their ways. They develop their unique style and way of doing things, and while this isn’t bad, it’s different from someone freshly entering the industry for the first time. 

New designers are ‌much more eager to take instruction and expand their repertoire according to your needs. They have the time, energy, and motivation to learn new skills and may have a different approach to projects simply because they have not yet learned otherwise.

6. No Project Is Too Small

Not every job is going to be massive and high paying. People need web designers for small business sites, event pages, small ad campaigns, and other similar projects. Established designers looking for bigger fish will often pass up these kinds of jobs. But they are ideal for new designers who need to build their portfolio website.

On the other hand, new designers will usually take any opportunity to make money and gain experience. If your project isn’t massively complex or high stakes, use it as an opportunity to give someone a chance to showcase their skills. 

7. Everyone Starts Somewhere

No designer starts their career with experience, and many work in other design-related jobs for some time before they begin to do what they’re genuinely passionate about. Industries that make it hard for entry-level professionals to find work often discourage them from pursuing their goals. While philanthropy might not be high on the list of priorities for clients or agencies who want the best in the business, it’s always good to remember that growing industry means recognizing potential. 

Not every newbie will ‌be a prodigy. But without people out there willing to give them a chance, even the most gifted designer will eventually lose heart. 

Summary

In short, experience isn’t everything. While it is a vital asset to any designer, there is certainly room in the industry to allow those with potential to grow. 

So, next time you’re looking for new hires or someone to take on a freelance gig, remember what it’s like to be the new guy and consider hiring someone less experienced. You will sometimes find the brightest gems where you least expect them.

 

Featured image via Pexels.

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