When it comes to handling real-time interactions and providing higher levels of customer satisfaction, live chat is an excellent communication channel. Live chat makes it easy for your prospects to contact your business — not to mention that more than 30% of online shoppers expect there to be a live chat option on your website.

However, unless you monitor your live chat Key Performance Indicators (“KPIs”) and have an effective strategy in place, it can be tricky to determine what is working and what is not. Below, this live chat agency in Rockford, Illinois is going to discuss the top four live chat metrics that can help you gauge the effectiveness of your live chat efforts.

1. Response Time

Response time is an essential live chat metric, and it refers to how long your site visitors must wait for your operator’s initial response. Naturally, the lower your response rate, the happier your visitors.

Here are some pointers to help you improve your live chat response time:

  • Partner with a reputable live chat agency in Rockford, Illinois to handle real-time interactions efficiently.
  • When your support team is busy or unavailable, use AI chatbots to engage your visitors.
  • Prepare canned responses for FAQs ahead of time and use them during conversations to respond quickly.
  • Enable routing to connect the visitor with the right operator/department for a more timely and effective response.

2. Average Resolution Time

The average resolution time refers to the average time it takes your live chat operators to resolve conversations. This chat metric is often used by live chat agencies in Rockford, Illinois to gauge customer satisfaction — a smaller average implies that less time was spent resolving issues, which can negatively influence customer satisfaction.

But you also don’t want the average resolution time to be too high. The higher the average resolution time, the longer the clients must wait between responses. That might indicate that your operators are handling too many conversations at once. In these cases, you can focus on more efficient chat queue management and additional training for operators to handle concerns more quickly.

3. Conversion Rate

Live chat is an excellent channel for generating leads. In fact, 38% of customers stated they have made a purchase in the past because of a positive live chat session. Live chat helps convert sales leads by providing real-time assistance to your prospects’ queries, boosting your return on investment.

The conversion rate metric refers to the total number of visitors who converted (or performed a specific action, such as placing an order or signing up for a newsletter) after chatting with a live chat operator. Tracking this metric can help you determine whether your live chat agency in Rockford, Illinois is directly responsible for increasing sales.

4. Missed Chats

Another important live chat metric to track is missed chats. Missed chats mean missed opportunities to communicate with your prospects. It can also hurt your brand reputation. This metric is primarily determined by your availability. If your operators are missing a lot of chats, it shows you do not have enough resources to manage live chats efficiently, or that your operators are not deployed at the right time.

Looking for a Professional Live Chat Agency in Rockford, Illinois?

Tracking these four metrics will help you fine-tune your live chat strategy and help you connect with your prospects, improve their overall experience, and increase conversions. Are you ready to accelerate the growth of your Rockford business with live chat functionality? If so, and if you’re looking for a professional life chat agency in Rockford, Illinois, look no further than Digital Destination LLC. Contact us today at (312) 933-6806 to get in touch with one of our live chat experts.