Live2Support Spotlight
Live2Support is richly equipped with many features and tools you can use to assess and evaluate customer behavior. In this column, we share a few pointers on how you can use chat transcripts as a medium for research on customer behavior.
A Concrete Track Record
Unlike telephone conversations that are usually difficult to record and capture digitally, live chat transcripts always generate a valid paper trail. Chat transcripts not only tell you which chat operator spoke to which customer, they contain useful data such as the date and time of the chat interaction as well as the duration of the chat. Chat transcripts can be used as a valuable tool to improve your sales and customer service.
Fine Tuning your Target Market
Chat transcripts are a great way to learn about the needs of your customers. They shed light on which product or service interests them the most from your arsenal. This way, you can highlight the product more prominently on your web site and push it more aggressively.
Window into Customer Concerns
Examine your chat transcripts carefully to pinpoint your customers' concerns. What is holding them back from placing the order? Is it the price? Is it the design? Are you taking too long to deliver the product or service? Address these concerns quickly and watch your sales soar.
Monitoring Service Quality
Chat transcripts document the performance of your chat operators. They provide a clear indication about their product knowledge, ability to assess customer needs correctly and make sensible product recommendations. If you believe that your chat operators aren't up to the mark, budget additional dollars for chat operator training and provide them with plenty of learning resources.
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