How to calculate support needs per hour/day of the week?

The problem. We need to understand how many support chats we are getting to calculate coverage needs (agents to assign). The scheme is simple. We provided livechat and when all our reps were busy, we created a ticket out of the user request/question. And this ticket was answered by email in lower cadence moments or […]

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How to find and act on unanswered support chats.

The problem. Being sure we deal with any user’s problem: what about unanswered support chats. Our division directions included to be able to analyze all the information we have in user’s comments. We found 2 main bags of comments that weren’t analyzed, or at least not always. Support feedbacks that sometimes contain direct unanswered questions. […]

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A curated list of tags for chat. Proposal v1.0

The problem. Tag list used to classify chats is not useful. We had 1400 different tags to label chats. And believe it or not, we just regularly used a small fraction of them. More than 500 of them were used exactly 0 times during the last month (900+ were used less than once a week). […]

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