Live Chat Evaluation
Evaluate the live chats your customers and visitors are having with your employees, or chatbots, to discover what is being done well, and what can be improved.
In combination with Cxceed's Customer Feedback, as well as specially designed AI, the live chats you have with customers that need your attention will be highlighted.
This provides you with a fantastic opportunity to see how your employees are communicating with customers, what's being done well, what can be improved, as well as the ability to leave your feedback.
It can also be used for chatbot conversations to see if the automatic responses are really answering the customer's questions.
Create Evaluation Forms
Create questions, or use pre-made templates, to mark live chat communications against.
For example, "Did the employee offer a prompt resolution to the customer's enquiry?"
Assign The Evaluators
Evaluations can be assigned to managers, supervisors, colleagues, or even the individual who replied to the live chat.
By involving everyone in the process allows for continuous learning and development.
Whenever a chat requires evaluation, simply click and the evaluation form will appear alongside the conversation itself.
Users with the correct permissions can also assign others to evaluate the same live chat.
Progress for individuals, teams, or departments is stored in the Report Hub which displays easy to read, printer friendly analysis so you don’t have to spend extra time figuring out what all the numbers mean!
Start Evaluating Your Live Chats Today!
When you sign up to Cxceed, you get access to live chat evaluations, as well as the ability to evaluate any other area of your business, such as phone calls and emails!
To get started, simply click below, or book a 1-to-1 demo with one of our evaluation experts to see exactly how it all works.