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How to Use Live Chat Reports to Plan Your Customer Service

Olga Rogacka

13 min read

Aug 16, 2024

Ever feel like you're flying blind when it comes to managing your customer service team? You probably wish you could predict peak times for website visitors, know exactly how many agents you need, and quickly spot areas for improvement.

Well, you're not alone.

In this article, I’ll help you turn your raw customer interactions into actionable insights with the use of LiveChat reports. We'll break down:

The ABCs of LiveChat reports: What they are and why they matter?
Actionable strategies: Examples of how to use these reports to improve your team's performance and customer satisfaction.

What are LiveChat reports?

LiveChat reports provide customer service managers with data and insights into how LiveChat and your agents are performing. Reports include data on total chats, staffing prediction, response times, queued chats, goals, sales, customer satisfaction, and more. All so you can better plan and improve your customer service strategy.

LiveChat reports are valuable for any customer service manager who wants to:

Improve efficiency: LiveChat Report can help you identify peak chat hours and agent availability, so you can staff your team more effectively.
Reduce response times: LiveChat Report can help you identify areas where agents are taking too long to respond to chats, so you can take steps to improve response times.
Track customer satisfaction: LiveChat Report can help you track how many customers are satisfied with their interactions with your agents, so you can identify areas for improvement.

LiveChat reports are easy to use and understand, even if you don't have any experience with data analysis. You can access it from your LiveChat dashboard.

Here are some of the key LiveChat reports:

Total chats. This report shows you the total number of chats that your agents have handled over a certain period of time.
Staffing prediction. It helps you predict how many agents you will need to staff based on your expected chat volume.
Response times. It shows you how long it takes your agents to respond to chats.
Queued chats. This report shows you how many chats are waiting in your queue to be answered.
Customer satisfaction. It tells you how satisfied your customers are with the interactions they have with your agents.

How to use LiveChat reports

LiveChat reports can help you track your customer service performance and identify areas for improvement. You can access reports by logging into your LiveChat account and navigating to the Reports section. There are different reports available, including Chat reports, Agent reports, and Customer reports.

Here's a quick guide on how to use LiveChat reports:

Total chats - your go-to report

This report isn't just about numbers, it's a narrative of your customer interactions. It gives you a bird's-eye view of your chat volume trends over specific time frames – daily, weekly, or monthly. By analyzing this data, you can:

Spot peak times: Pinpoint the busiest hours and days, ensuring you have enough agents ready to tackle the influx of chats. No more scrambling or leaving customers hanging.
Forecast staffing needs: Use past trends to anticipate future chat volume. With this crystal ball, you'll always have the right number of agents on deck.
Evaluate marketing campaign success: If you've launched a new marketing campaign, track the resulting chat spike to gauge its effectiveness. Numbers don't lie.
Monitor agent performance: See how many chats each agent handles, giving you a clear picture of their workload and productivity.

Don't just glance at the numbers. Compare them across different periods to uncover trends. Are your chat volumes steadily increasing? Or are there seasonal fluctuations you need to prepare for? This report holds the key to unlocking those insights.

Missed chats: don't leave customers hanging

We've all been there – waiting on hold, endlessly transferred, or simply ignored. A missed chat is the digital equivalent, and it leaves a sour taste in customers' mouths. Missed chats report shines a spotlight on chats that slipped through the cracks, giving you a second chance to make things right.

But wait, there's more. It’s not just about damage control. It's a goldmine of insights to help you refine your staffing strategy and improve response times. Here's the lowdown:

Spot the gaps: Identify the days and times when you're missing the most chats. Is it during lunch breaks? After hours? Use this intel to adjust your staffing schedule and ensure someone is always there to answer the call (or chat, in this case).
Follow up fast: LiveChat lets you reach out to those missed chatters directly. Send a quick apology and offer assistance. It's a small gesture that can go a long way in rebuilding trust.
Analyze trends: Are missed chats increasing over time? Or are they concentrated on specific channels like your website or social media? This data can help you pinpoint problem areas and take corrective action.

Chat engagement: From passive browsers to active participants

Chat engagement report reveals where your conversations are sparking, giving you valuable insights into how visitors interact with your site.

Here's what you can glean from this report:

Traffic sources. See which channels are driving the most chats. Are visitors coming from your blog, social media, or organic search? This information can help you tailor your marketing efforts.
Page-level analysis. Identify the pages where chats are most likely to occur. Are there specific product pages or support articles that trigger conversations? Optimize these pages to encourage even more engagement.
Proactive chat triggers. LiveChat lets you set up Campaigns based on user behavior. For example, you could offer help to someone who's been lingering on a pricing page for a while. This report can help you fine-tune your triggers for maximum impact.

Don't wait for visitors to initiate chats. Be proactive. Set up Campaigns to engage visitors, share announcements, introduce new products, or offer exclusive discounts. Campaigns are a great way to share anything you want your visitors to know. They’re easy to set up, but most of all, they’re a great way to engage visitors without the hassle and guide visitors towards their goal.

You can choose from ready-made templates, each tailored to achieve one of three goals: greeting visitors, generating valuable leads, and selling your products.

Campaigns conversion report

Using campaigns is the most effective way to get more chats. A well-crafted campaign can entice visitors to engage in a conversation, while a lackluster one might send them clicking away. The campaigns conversion report lets you peek behind the curtain to see how specific campaigns are performing. Then, you do tests to see if changing the campaign’s copy or trigger helps with the conversion rates.

Why should you care about campaign conversion?

Drive engagement: The right Campaign can pique curiosity and encourage visitors to ask questions or explore your offerings further.
Boost conversions: Whether it's making a sale or signing up for a newsletter, a well-timed and personalized campaign can nudge visitors toward their desired action.

LiveChat's campaign report does the heavy lifting for you, revealing:

Success rates: See the percentage of greetings that lead to actual conversations. If a Campaign consistently falls flat, it's time to give it a makeover.
Top performers: Identify which Campaigns resulted in chats, driving higher engagement than others, and use them as a blueprint for future ones.
A/B testing: Experiment with different greetings to see what resonates best with your audience.

Chat satisfaction: Keeping customers happy

Happy customers are the lifeblood of any business. They return for more, spread the good word, and boost your bottom line. But how do you measure happiness in the digital realm?

Chat Satisfaction report is your customer happiness barometer and elevates your customer service game:

Instant feedback loop. See how customers rate their chats in real time. High ratings? Give yourself a pat on the back. Low ratings? Time to investigate and address any issues.
Agent performance. Compare individual agent ratings to identify your customer service superstars and those who might need a little extra coaching.
Trend analysis: Track satisfaction trends over time. Are you consistently hitting the mark, or are there dips that need attention? This report helps you stay ahead of the curve.

Don't just measure satisfaction, actively seek it. Train your agents to go the extra mile, offer personalized solutions, and always leave customers with a positive impression.

Chat forms: Getting to know your customers

Want to get inside your customers' heads? The post-chat forms are your backstage pass. These quick questionnaires, seamlessly integrated into your chats, can uncover valuable insights about your customers' preferences and pain points.

You can ask additional questions about your service, and based on the answers, start improving things.

This report can help you:

Tailor your approach. Understand your customers' needs and expectations, so you can deliver personalized service that leaves a lasting impression.
Identify improvement areas. Uncover hidden pain points and address them proactively, turning potential negatives into positives.
Enhance your offerings. Use feedback to refine your products, services, or marketing campaigns based on what your customers truly want.
Make data-driven decisions. Make informed business decisions backed by solid customer data, not guesswork.

Keep your surveys short and sweet. No one wants to fill out a lengthy questionnaire after a chat. Focus on the most critical questions that will give you the most valuable insights.

Chat availability: Your team's online presence

Customers expect quick responses, and if your team isn't around to provide them, they'll likely move on to a competitor. LiveChat's chat availability report helps you stay on top of your team's online presence, ensuring that your customers are never left waiting.

Here's what this report reveals:

Agent availability. See which agents are online and ready to chat at any given time. Use this information to optimize your staffing schedule and ensure there's always someone available to help.
Peak and lull periods. Identify the times when your team is busiest and when they're less engaged. Adjust your staffing accordingly to ensure optimal coverage.
Team performance. Track your team's overall availability over time. Are you consistently meeting your availability goals? If not, it's time to make some adjustments.

Custom reports: Your data, your way

LiveChat reports offer a great starting point, but sometimes you need a more tailored view. That's where custom reports come in, letting you handpick the metrics and dimensions that matter most to your business.

With a custom live chat report, you can:

Combine metrics: Mix and match data points to create a comprehensive view of your customer service landscape. For example, you could combine chat volume with average response time to see how staffing levels impact customer wait times.

Visualize your data: Transform your data into eye-catching charts and graphs. A well-designed visual can make complex information easy to digest and share with your team.
Automate reporting: You can export raw data straight to your email.Schedule your custom reports to be delivered to your inbox on a regular basis. Stay in the loop without lifting a finger.

Don't be afraid to experiment with different combinations of metrics and dimensions. You might uncover hidden insights that you wouldn't have found otherwise.

Queued customers & queue abandonment: Don't let them slip away

queued customers heatmap live chat report

In the fast-paced world of online customer service, patience is a virtue that's often in short supply. Customers expect quick responses, and if they're left languishing in a queue for too long, they'll likely abandon ship. LiveChat's queued customers and queue abandonment reports help you keep a pulse on your queue and prevent potential customers from slipping through the cracks.

Here’s how this live chat report can serve you:

Monitor queue length. Keep an eye on how many customers are waiting in line at any given time. If you see a spike in queue length, it might be time to add more agents to the mix.
Track abandonment rates: See how many customers are leaving the queue before they even get a chance to chat. High abandonment rates could signal a need for faster response times or more proactive engagement.
Reach out to abandoned customers: LiveChat lets you message customers who left the queue. Use this opportunity to apologize for the wait and offer assistance. It's a small gesture that can turn a negative experience into a positive one.
Analyze trends: Are queue abandonment rates increasing over time? Or are they concentrated on specific days or times? This data can help you pinpoint problem areas and take corrective action.

Measuring your LiveChat ROI

You've invested in LiveChat, but are you reaping the rewards? Reports take the guesswork out of the equation, giving you tangible proof of your return on investment (ROI). Whether it's boosting sales, increasing sign-ups, or achieving other key objectives, the reports paint a vivid picture of LiveChat's impact on your bottom line.

Tracking sales

This report is your virtual cash register, tracking the direct impact of LiveChat on your sales revenue. But it goes beyond just dollar signs. It reveals which products are flying off the virtual shelves and which agents are your sales superstars.

With tracked sales, you can:

Measure revenue. See exactly how much money LiveChat is generating for your business.
Identify top sellers. Uncover your most popular products and capitalize on their success.
Reward high-performing agents. Recognize the agents who are consistently closing deals and incentivize them to keep up the good work.
Optimize your sales strategy: Use the data to tailor your product recommendations, upselling techniques, and promotional offers.

With this live chat reporting, you can break down the data by product, agent, and time period to identify trends and areas for improvement.

Achieved goals

Whether it's lead generation, customer engagement, or brand awareness, the achieved goals report lets you track the effectiveness of your LiveChat strategy.

Here's what you can measure with this report:

Generated leads. See how many new leads you're capturing through LiveChat.
Signups. Track the number of visitors who sign up for your newsletter or other offerings.
Customer engagement: Measure the number of chats that lead to a positive outcome, such as a resolved issue or a satisfied customer.
Brand awareness: Track the number of visitors who learn about your brand through LiveChat interactions.

Set clear goals for your LiveChat strategy and track your progress over time. See what's working and what's not, and make adjustments as needed, using the achieved goals report.

Level up your customer service with LiveChat reports

There you have it. Your roadmap to transforming customer service with LiveChat reports. You're now equipped to uncover hidden insights, make data-driven decisions, and create an experience that keeps customers coming back for more.

Here's a quick recap of the key takeaways:

Track everything from chat volume to customer satisfaction with a comprehensive suite of live chat analytics.
Identify peak times, optimize staffing, and never miss a chat again.
Use data to drive engagement, personalize interactions, and boost conversions.
Measure your ROI and see the tangible impact of LiveChat on your bottom line.

Ready to turn insights into action? LiveChat is your partner in creating a customer service experience that truly shines.

How to Use Live Chat Reports to Plan Your Customer Service

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