We do receive around 1000 chats per day. I would like to gauge the quality of chats, is there a way to automate it somehow to know the trend and common questions asked over chats?
Hi there,
Yes, definitely. I've seen companies before use something called 'keyword search', so for example if a lot of people are searching for the word 'account' then you'll be able to start to gauge if there's a common problem with their accounts.
Other companies I've worked alongside have tasked someone to weekly/fortnightly/monthly take a look at some transcripts and try to understand the trends and common problems that are going on. With 1,000 chats a day, you'll have plenty of information to look through and even 100 conversations will give you an idea if there's a common problem as it's unlikely that there would be 100 separate problems.
I'd love to help further, but I'd need to know a little more about your business to help advise on a more direct basis. Feel free to get in touch if you'd like to know more :-)
.jpg?1570992594)