How to burn missed chat to the ground

Missed chat is a conversation which contains messages of website visitor only. It means when your website visitor requests chat, there are not any responses from agent before he leaves.

• Missed chats cause customers bad experience: Customers request chat when they need to be directly supported. If they do not receive any response, they will feel that you do not care about their needs and your live chat is useless.
• Missed chat lead to lose potential sales: According to our latest survey, 4 in 10 missed chats are related to specific products.

The main reason for missed chat is long wait for responses which can be caused by:

• Agent did not keep his eyes on conversation
• Lack of notifications
• Agents cannot find appropriate answer to reply
• Inefficient workflow

Whatever the solutions are, the main purpose is to reduce response time. You can calculate your average response time by following our guide here then find out your own reasons which lead to missed chats and the most proper way to reduce.

You can consider some of our suggestions below:

Use features on Dashboard

• Enable dashboard sound notification
• Enable desktop notification
• Use canned responses
• Use status (Away - Available) flexibly
• Enable Away on close feature (when use mobile)

Request agent to be more focused on conversations

Admin can view the Chat Requests directly on Dashboard and inform agents to keep their eyes on chats. You can also view all the missed chats by using chat history filter or exporting data then implement suitable solutions for each agent.

Add more agents to support team

The more your agents are overwhelmed, the more chats are missed. So do not hesitate to add more agents in order to ensure the response speed and quality of all conversations.

Guide to add more agent

Increase competitiveness among agents

Another useful way to reduce missed chats is to hold a competition among agents to find out who will be rewarded for shortest response time with a bonus or gift. Let make a little competitiveness become a huge motivation to your team.

Improve support profession regularly

The understanding of products and services is undeniably important. You need to encourage your agents to update regularly information about your products and services and competitors’ also. Make sure that each agent will be well-trained to become an expert who can reply to customer chat request and give advices immediately. Some extra competitiveness spice via mini tests is not a bad idea.

Prepare support documents

Not only your customer but also your agents need supported, especially new ones. Preparing documents in which gathering the most common issues when interact with customers can help agents find the appropriate answers to customer questions more easily and quickly.