We like to stay fresh!
This morning we released the agents performance report that lets you check how well your team and individual agents are doing. All important info is stored in one report, so you can forget about skipping between tabs and setting filters over and over again.
Just by looking at the list, you can easily spot top performers and teammates who need to improve certain areas of their work.
Other than the metrics you already know, like customer satisfaction or first response time, you can also track a new one called efficiency—the number of chats per hour for each agent.
Now, you can change the width of columns on the customers list simply by dragging the column boundary.
It lets you change the view so it shows only the info you need, the way that is most useful to you.
We’ve recently added a data breakdown to the greetings conversion report so it’s easier to decide which greeting needs some tweaking to bring more chats.
Now, all greetings are displayed in a table with information about the conversion rate and the number of chats. You can also select a few of them from the list to compare their stats.
Want to see how it works? Log in to LiveChat and go to the greetings conversion report.
One glance and you know if your chat satisfaction or first response time are up to customers’ expectations. Or if you need to work on some areas of live chat support in your business.
To see benchmark data, open one of the mentioned reports and flip on the toggle switch in the top right.
Please note that this feature will be available only on Business and Enterprise plans from November 1, 2019.
Now, you can send an email to a customer who left the queue right from the queue abandonment report. No more switching between tabs.
How it works
Go to the queue abandonment report and click on the Message button placed next to the customer’s name. Then, edit the message and send it. You can see both your messages and your customer’s replies in Tickets.
Please note that this feature is available with Business and Enterprise plans. To updgrade your plan, go to Subscription.
Now administrators can manage the subscription as well as the owner. Which makes things easier when the owner isn’t the person who is in charge of LiveChat in your company.
If you don’t want particular admins to be able to access and change your subscription, you can remove their permission with one click.
All administrator accounts created before today don’t have the permission given by default. If you want to let them access the Subscription section, you need to add permission separately for each admin.
Read our help center article to learn how.
To make tracking LiveChat’s performance easier for admins and owners, we created the Weekly Summary. It’s an email that appears in your inbox every Monday, showing key LiveChat metrics from the last 7 days.
It contains the number of chats, greetings conversion, chat satisfaction levels, and many more. It also shows how the numbers compare to the previous 7 days.
Your Weekly Summary is turned on by default. If you want to turn it off, uncheck the Weekly Summary box in your profile settings.
We’re coming to an end of the redesign of our app. One of the last steps is the Reports section. Besides the new, cleaner look, we’ve added a few long-requested features.
Look for trends with period comparison
Compare present with past data to see if you are on top of your goals. Whether it’s increasing customer satisfaction or decreasing the number of tickets.
Schedule shifts with ease
Heatmaps are very useful when planning shifts, as they show the busiest time of the day visually. The darker the color, the bigger the workload for your agents. Heatmaps are available for the total chats, queued customers, and new tickets reports.
With all the changes, we made sure that all existing features are still there, so you don’t need to worry that something you use every day is missing.
Let us know what you think
In the upcoming weeks, we want to introduce an exciting feature—chat history in the chat widget. Which means your customers will be able to view their previous chats when visiting your website again.
To do that we had to make some improvements in the chat widget:
Pre- and post- chat survey answers displayed for the customers
Now your customers can see the info they provided both in the pre- and post-chat surveys.
The conversation is visible until the session is finished
Before, when the post-chat was on and the chat was closed, the customer couldn’t read the conversation anymore. And if they wanted to check something quickly, they had to start a new chat and ask for the information again. Now, when the chat is closed, the customer has access to what was written until they close the browser (or refresh the page).
We added a few interface changes to make things easier for your customers, like better readability in the Modern theme, or icons in the Smooth theme.
Please note that these changes are only available in the new chat widget. To switch to the new chat widget, go to Settings → Chat widget → Customization and click on Discover the new look. Confirm by hitting the Save button.
Test a new feature: Chat history
As mentioned before, we want to ship chat history in the chat widget soon. If you want to test this feature before we release it to all LiveChat customers – fill in this form. We’ll get in touch as soon as we’re able to launch it for you.
Meet your LiveChat Home. Where you can keep an eye on the most important metrics. See how many chats your agents are currently handling. And check if you are on top of your sales and support goals.
You can view the Home section by clicking on its icon in the menu. You will find it in the top left corner of the LiveChat app.