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Tickets in LiveChat

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Introducing the new addition to LiveChat – tickets. Learn how they can improve your customer service and how to use the available reporting and best practices to turn your team into customer stars.

During the webinar, we discussed the following topics:

What are tickets and how they work.
New reporting options for chats and tickets.
Tickets good practices.

Publicado en: Empresariales, Tecnología
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Tickets in LiveChat

  1. 1. WEBINAR Tickets in LiveChat 5th December 2013
  2. 2. Host Bartosz Olchówka Head of Development
  3. 3. Agenda 01. What tickets are? 02. Reporting for tickets 03. Best practices 04. Questions & Answers
  4. 4. 01 What tickets are?
  5. 5. Missed chats → Tickets LiveChat Chats and your website Missed Tickets chats
  6. 6. Sources of tickets 1 From chat window (after-hours) 2 From email Compose e-mail Leave a message Subject E-mail Message Name Peter What brings you to LiveChat? SEND MESSAGE SEND VISITOR
  7. 7. Sources of tickets 3 During the chat CHATS Chat with Anna Williams MORE CREATE TICKET AGENT
  8. 8. Tickets’ page statuses
  9. 9. Tickets’ page - Batch editing options
  10. 10. Ticket Ticket info Ticket’s content Requester Assignee Reply box
  11. 11. E-mail notifications ! Advanced reporting?
  12. 12. Ticket list during chat recent customer’s tickets
  13. 13. 02 Reporting for tickets
  14. 14. Dashboard
  15. 15. New tickets
  16. 16. First response time
  17. 17. Solved tickets
  18. 18. Resolution time
  19. 19. Ticket sources (24h distribution)
  20. 20. 03 Best practices
  21. 21. First response time Keep First Response Time under 1 hour
  22. 22. Resolution time 1. Depending on the industry 2. The lower Resolution Time, the better customer’s experience
  23. 23. Inform about ticket progress That “small” detail can turn frustrated customers into happy customers
  24. 24. Solve ticket in one shot Each ticket comes from customer’s problem - solve it as soon as possible
  25. 25. 04 Questions & Answers
  26. 26. Thank you! This webinar will be published on We will include all the answers from today's Q&A session