Live chat on a website is conducted in form of textual conversation between online customer service agents and customers. Now business websites are greatly relying on live chat to provide instant responses to their visitors and potential customers. Chat on a business website is conducted through live chat support software that makes it easy for both retailers and purchasers to approach each other.

1. In What Ways Live Chat Transcripts Are Helpful for Online Businesses?
Live chat on a website is conducted in form of textual conversation between online customer
service agents and customers. Now business websites are greatly relying on live chat to provide
instant responses to their visitors and potential customers. Chat on a business website is
conducted through live chat support software that makes it easy for both retailers and
purchasers to approach each other.
The text-conversation between the two parties is not wasted; rather, it is saved in the systems
in form of chat transcripts. What could be the purpose of saving these chat transcripts?
Chat Transcripts Provide Accurate Information of Your Conversion Rate
Every chat transcript is unique in its kind because your chat agents come across a variety of
worldwide customers, having different needs and concerns. By comparing your different chat
transcripts at different time, you can know about your progress. You can well analyzed where
did you lack and where your performance earned you great rewards.
You can save Chat Transcript as a Chat History
Saved chat transcripts, also known as ‘chat histories’, can be used at different times for
different purposes. For instance, these can be used to generate useful leads for your business.
Moreover, in-depth view of your chat transcripts also provides you an insight on your
customers’ changing demands and needs.
Chat Transcripts Help you Make Improvements in your Chat Scripts
Even looking at your old chat transcript, you can easily get to know your strengths and
weaknesses. You can also make improvements in your existing chat scripts if it has not yielded a
good conversion rate. In case, a chat transcript has resulted in a good conversion rate, you can
keep it in future to get more conversion.
Chat Transcripts Give You an Analysis of Your Operators’ Performance
Another way, chat transcripts are important is that these provide you a clear picture of your
operators’ performance. You can easily get to know which of your chat agents have brought
more conversions for your business. Moreover, you can also get to know whether your live
support service agents are completely abiding by companies rules and policies while providing
live support.
This is how saving live chat’s transcripts can help online retailers to revise and improve the
business strategies while keeping their previous and current progress in view.