The last installment of our Best Practices blog series on Designing a Winning Chat Program for the contact center, Tip 5, discusses quality assurance for chat. Tip 4 on Thursday focused on workforce management.
Tip 5. Develop quality assurance specifically for chat
- The QA process for chats should examine similar experience components as other channels, although there will be differences. For instance, opportunities to build rapport are different in chat than hearing your customer’s voice on a call.
- Use In-house quality assurance review or third-party scoring.
- Use post-interaction customer satisfaction surveys to reinforce QA goals. They can be done instantly within the chat feature or in an email sent post chat.
A good chat program can offer your customers another option for immediacy, increase sales and provide an overall better customer experience. But it is important to apply your brand’s design concepts into the program to ensure its functionality and effectiveness. Take the time, and you will develop another sound channel for your Brand Specialists to give clients and customers the Brand experience they’re looking for.