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Chat Service Optimisation - Ideas

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edited Oct 25, 2018 8:32AM in Communication Channels 2 comments

Summary

Chat Service Best Practices

Content

Hi,


We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone would be willing to share some ideas on how to tackle them (what are you doing in this case?).

To not just be a leach , here the issues and some initial ideas we are considering:

  1.Sessions with 0-1 agent messages and customer abandoning chat session without any relevant input or query

  2.Multiple chat sessions submitted by members within a short time span – many of them with little input from    the member

The effects of this are:

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