Live chat request
Unauthorized or improper use of this system may result in disciplinary action, as well as civil and criminal penalties.
If you have the End chat delay enabled, this will allow the visitor to request a transcript after the chat has ended.
Greeting should be professional while remaining friendly at the same time.
A good example would be: Hi John, Thanks for contacting Kayako Support, how may I help you today? Find out as much as you can about them – look to see if they are a lead, currently trialling your product, existing paid customer, or if they don’t appear in your system at all and may have contacted the wrong company.
It is always best to ask questions rather than making assumptions that take the chat in the wrong direction.
If probing is not done correctly or if incorrect assumptions are made by the agent then the chat can stretch unnecessarily and create a frustrating experience for the customer.
Almost a fifth of customers rate long wait times as the most frustrating part of a live chat, according to our live chat statistics report. The only way to ensure this is by accepting the chat request as soon as you receive it.
Imagine if the customer on the chat is irate or needs help urgently.
Customers should not be made to wait when they initiate a chat request.
Perhaps there are new hires in your company who are having a hard time getting to grips with live chats.
Are you looking to improve your customer handling time (CHT) on chat?
Don't worry, this sounds complicated but it's just a simple browser setting.
You can usually find Java Script options in your browser's Settings, Preferences or Internet Options menu.