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Comparing high and low scoring live chat transcripts to inform customer service strategy

A large, leading home furniture retail company wanted to make sure that every live online chat between one their agents and their customers received a high post-call score.

So in order to help them to dig a little deeper and find out more about their customer’s experience with live chat, we compared the language used in transcripts of low-scoring chats, to those that were scored highly.

This comparison was able to pin-point exact words and phrases that were more likely to be used by high-scoring agents, which could then be used to directly inform training, and content of scripts for contact centre staff.