What's included

• Detailed Performance Reports

  Comprehensive analysis of chat interactions, response times, customer satisfaction metrics, and issue resolution rates.

• Knowledge Base/FAQ Documentation

  A compiled resource of common queries, troubleshooting steps, and product/service information to enhance self-service options.

• Training Materials

  Guides or tutorials for customer service teams on best practices, handling common issues, and utilizing the online chat platform effectively.

• Chat Support Transcripts

  A record of chat interactions for review, quality assurance, and training purposes.

• Customer Feedback Summaries

  Insights and trends based on customer feedback gathered during interactions can inform service improvements.

• System Configuration and Setup Documentation

  Technical documentation outlining the configuration of the online chat platform, including integrations with other systems, if applicable.

• Escalation Protocols and Workflow Process

  A defined process for escalating complex issues to higher levels of support or other departments.

• Customer Service Performance Metrics

  Benchmarks or KPIs such as average response time, first contact resolution rate, and customer satisfaction score (CSAT).

• Service Level Agreements (SLA) Tracking

  A record of SLA compliance, ensuring that agreed-upon response times and resolution times were met.

• Final Project Review and Recommendations

  A concluding report with an assessment of the project’s success, challenges encountered, and recommendations for future improvements.