Tickets in LiveChat
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The webinar, hosted by Bartosz Olchówka on December 5, 2013, focuses on understanding tickets in live chat, including their sources, reporting, and best practices. Key points include the importance of timely responses and resolutions to enhance customer experience. The session concluded with a Q&A segment and promises to publish all answers on the LiveChat website.
Tickets in LiveChat
- 1. WEBINAR Tickets in LiveChat 5th December 2013
- 2. Host Bartosz Olchówka Head of Development
- 3. Agenda 01. What tickets are? 02. Reporting for tickets 03. Best practices 04. Questions & Answers
- 5. Missed chats → Tickets LiveChat Chats and your website Missed Tickets chats
- 6. Sources of tickets 1 From chat window (after-hours) 2 From email your.page.com Compose e-mail support@company.com Leave a message Subject E-mail Message peter@mail.com Name Peter What brings you to LiveChat? SEND MESSAGE SEND VISITOR
- 7. Sources of tickets 3 During the chat CHATS Chat with Anna Williams MORE CREATE TICKET AGENT
- 9. Tickets’ page - Batch editing options
- 12. Ticket list during chat recent customer’s tickets
- 14. Dashboard
- 15. New tickets
- 17. Solved tickets
- 18. Resolution time
- 19. Ticket sources (24h distribution)
- 21. First response time Keep First Response Time under 1 hour
- 22. Resolution time 1. Depending on the industry 2. The lower Resolution Time, the better customer’s experience
- 23. Inform about ticket progress That “small” detail can turn frustrated customers into happy customers
- 24. Solve ticket in one shot Each ticket comes from customer’s problem - solve it as soon as possible
- 26. Thank you! This webinar will be published on www.livechatinc.com/webinars/ We will include all the answers from today's Q&A session