If ensuring a high quality of customer support is important to your company, you may have been thinking of监测chat agents' interactionswith customers. That's wherechat transcriptscome in handy, as you can go over all the conversations at a time convenient to you instead of watching real-time chats.
You can take control over who in your company gets which chat transcripts by distributing transcripts between differentchat agents,departmentsorcompany managers / supervisors.
There are3 waysto set chat transcript delivery in your account Control Panel.
You can use the email set in yourAccount Profileto receive all your company chat transcripts. If you want to use a different email, you can add it onAccount Settings / Chat Transcriptspage in the field shown in the screenshot below. You can enter multiple emails into that field, just be sure to separate them with a comma.
The email / emails specified at the department level will receive transcripts of chatsrouted to this department.
This setting allows every support agent to receiveonly their own transcriptsand not peak into their peer's conversations. If you find this useful, here's where you can enable it.
Keep in mindthat if you use the same email address and enable chat transcripts at all the 3 levels, you will receive 3 copies of each chat to this email account. So be sure to use different emails for receiving transcripts at the company-wide, department and operator levels. Otherwise, it is better to disable transcripts at the operator and department levels and have them sent only to the email / emails specified at the company level. This will save you from receiving duplicated messages to your inbox.
If you take a serious approach to customer service, just as we do at Provide Support, you will not want your chat support line to go unattended and live chats being missed. But, life is life and things happen. The best thing is always to admit a fault and follow up with the customer as soon as possible.
We usually email the customer right away, saying something like, "Hey, we are sorry we have missed your chat! You asked about... Let me answer your question...and let me know if you have any questions...".
If you are on the same page with us and would like to keep tabs on themissed chats, we have a solution for you! You can specify one or multiple email boxes, which will receive just the missed chats. This way it will be easy not to miss those particular emails in the heap of transcripts and other messages.
You can receive chat transcripts in two different formats:
这可以在相同的设置Account Settings / Chat Transcriptspage in your account Control Panel.
Per your request, we cancustomize the formatin which chat transcripts are sent to you. For example, we can change the Subject line, Date and Time display format, the header area fields - Visitor, Assigned Operator, Accepted Operator, Company, Started and Finished time.
How can this be of any use to you? Well, these customizations can make sense if you would like toimport chat transcripts into your CRMand further parse them based on certain data from the emails.
To set up an integration with your CRM, you can simply add a designated email, through which the CRM will be importing transcripts, as one of your transcripts emails atAccount Settings / Chat Transcriptspage in your account Control Panel.
For customizations, please contact our chat support or send us an email at