Chat transcript has a lot of applications in business and quality customer service.
- Agents can email their transcripts to the manager for reporting as well as certain critical situations
- Agents can email the chat transcript to customer to give them an idea what exact conversation they had earlier.
- Even customer can do the same.
Storage of all chat transcripts is a documented treasure of customer buying behavior. As a businessman, you can go through it & understand:
- Major customer issues
- Customer buying pattern
- Agents performance
- Improvements to be done to improve customer service
- Average resolution time
How to use chat transcript:
Let’s say a customer bought a laptop from your online store about a month ago. It is over a month now & she wants to return it.
Your company policy is applicable only for 30 days return. The agent has also specified this to the customer during a buy while chat.
What the agent can do now is
1. First, inform the manager about the situation.
2. Click on Load History button in your chat window on right.
3. Select & Email the chat transcript to the manager, of that day when customer bought the laptop.
4. Also, email the same to the customer so that she will know your company is not lying.
5. Resolve the query accordingly afterwards.
Thus, emailing chat transcript helps in solving problems & reporting very easy.