What are the key metrics to track for live chat performance?
An example of an AI chatbot conversation about live chat performance metrics.
What are the key metrics to track for live chat performance?
The key metrics include response time, customer satisfaction score, chat duration, and resolution rate.
How can I improve response time in live chat?
You can improve response time by using canned responses, training your team, and implementing chatbots for initial queries.
What is a good customer satisfaction score for live chat?
A good customer satisfaction score typically ranges from 80% to 90%, depending on your industry.
Can you explain what resolution rate means?
Resolution rate measures the percentage of chats that are resolved in the first interaction without needing follow-up.
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