Delivering better healthcare support through real-time communication
For U.S. based individuals and businesses, November 1st marks the beginning of 2016 Open Enrollment on the Health Insurance Marketplace. Each year from November 1st through January 31st (with varying coverage deadlines in between), millions of Americans scramble to evaluate their health insurance needs and shop new and revised plans available through the state-guided health exchanges.
For healthcare-related businesses, this short window presents an influx of questions, activity and opportunity that requires increased support resources. Live chat is an excellent tool to get consumers’ questions answered efficiently and effectively.
Automatically connect visitors to the perfect agent
Live chat enables real-time engagement with website visitors at the precise moment they have questions, even before they have to ask. It’s all about timing and immediacy. How quickly are you able to meet that visitor’s needs so they can accomplish what they came for and be on their way?
But getting visitors to engage is only the first step. Once they engage, whether with a proactive chat, chatbot, or a manual click, it’s important to get their questions answered quickly and efficiently. This begins with connecting clients and site visitors to the appropriate members on your team. How much time does your team spend transferring visitors between agents? (Hint: Take a look at your transfer reports to gauge agent-to-agent transfer activity.)
SnapEngage has advanced routing capabilities to ensure that chats are assigned to the most appropriate agent based on skill set, language, specialty, department, product, team, geography, support level – You name it!
Best of all, routing by tag is accomplished with automation.
This week we’ve been busy! Here’s a summary of what’s been released:
Option added to ‘Extra Security’ to filter our credit card numbers from chat transcripts. If enabled the chat transcript will be searched for any credit card numbers entered within the chat and the credit card number will be replaced with X’s.
Issue with chats getting stuck in a ‘Notified’ status has been fixed.
Fixed an issue in Analytics Visitor Information report where some long URLs could overflow the table content.
The Analytics Overview report has been updated to include a new Donut chart and overall breakdown moved to the top of the page.
We’re often asked what are “good” statistics when it comes to live chat performance analytics. While we’d love to give you cut-and-dry answers, the truth is that it truly depends on your usage of the tool, such as sales/support, size of agent team, online availability and many other factors. But, if you’re looking for a general baseline for guidance, here is a side-by-side comparison of our analytics here at SnapEngage alongside our aggregated SnapEngage customer data. (Read more about the data available within your SnapEngage Analytics.)
AVERAGE RESPONSE TIME
Average response time (aside from online availability) is perhaps the most important metric when evaluating live chat agent performance. As humans become more and more distracted and impatient in this digital age, success is often determined by who engages first. When visitors engage with live chat on a website, they are looking for immediate assistance with their top-of-mind questions. If there is any delay in response, they are already onto the next click and website.
At SnapEngage, we aim to maintain an average response time of under 20 seconds. Take a look at your analytics to see how your agent response times may be affecting customer engagement and check out our tips for increasing responsiveness.
ONLINE V. OFFLINE
It may sound obvious, but in order to get the most out of your live chat tools, you must be available to chat with your visitors online. Your SnapEngage Analytics provide a breakdown of online v. offline chats, which at a high level will help determine how effectively you are using the tools to engage with visitors in real-time.
PROACTIVE V. REACTIVE
Proactive messages are automated messages that display to visitors based on pre-configured rules, whereas reactive (or ‘manual online’) chats are communications that are initiated by visitors clicking to chat. For sales-focused live chat efforts, proactive messages provide powerful opportunities to take live chat from just another tool to a sales generating machine. Learn more on how to configure proactive chat rules.
SnapEngage offers post-chat surveys, allowing you to gather valuable customer feedback to identify areas for improvement and drive innovation. Your analytics provide a snapshot of overall customer happiness and also allow you to focus in at the agent-level to reward top-performing team members and coach those needing improvement.
You can use chat duration statistics to evaluate resource usage and allocation. You can also look at these numbers alongside other communication tool metrics to evaluate efficiencies within your team, noting that many chats are held concurrently (as opposed to email and phone that have a one-to-one relationship).
*All data reflects SnapEngage Live Chat usage between January 1, 2015 – August 31, 2015. Global results are based on aggregated data from SnapEngage clients.