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How to improve NPS by optimising chat behaviour (Improve people (Agent…
How to improve NPS by optimising chat behaviour
Improve people
Agent greetings
Start of the chat
During the chat
Acknowledgement
Appreciation
Apologies
End of the chat
Info validation
Agent asked for simple info
Success
Failure
Agent asked for complex info
Success
Failure
Issue identification
Agent identified all symptoms correctly
Agent did not identify any symptoms correctly
Agent partially identified the symptoms correctly
Issue resolution
Agent resolved issue
Agent did not resolve issue
Agent escalated issue
Dead end (no resolution)
Chat closure
Chat completed successfully
Agent lost the customer
Improve platforms
Improve UX
Implement FAQs
Implement canned response
Optimize reporting and analytics
Improve processes
Optimize resource planning (agent capacity)
Optimize workflows
Cater via agent
via phone
via chat
Agent redirected customer to a link
Agent resolved query on chat
Cater via self-help