NPS Best Practices

Estimate of chat throughput and on-boarding sufficient

1 number of agents for the same
a. Website daily traffic
b. Mobile App traffic
c. Queries received on traditional medium
Allocating Resource
Properly Set agent/department routing rule to ensure each chat is
2 handled by the right agent ( prepaid/post-paid etc. )
Chat transfer options when the customer issue is beyond
3 the expertise of the agent
Website should be equipped with FAQ's which are easily
4 available to avoid being swamped by FAQ's
1 Be available when you say you will be
2 Canned messages to avoid repetitive typing
a. Hi there! Thanks for contacting Idea support team. I am
<first name>. How may I help you?
b. I am retrieving your account details right now. I will be
back with you in no time
c. Please hold a moment while I look that up for you.
d. Is there anything else O can help you with today?
e. Thank you for contacting Idea support team. Please
close the chat and give feedback of your experience.
Accepting chat requests automatically to provide instant
3 response
Agent shouldn't be able to terminate chat. Agent should be
Operational Skills able to terminate chat after a defined time of customer
4 inactivity ( >=10mins )
Agent should be well versed with the website flow and
5 options
6 KPI's to be followed to check the effectiveness
a. Overall chat traffic
b. Conversions resulting from chat
c. Average message count
d. Total chat time
e. Average speed of answer
f. Operator availability
Emailing chat script for user reference after chat has
ended. Email should also contain list of FAQ's along with
7 chat script.
Use pre-chat surveys to be prepared before answering
1 questions
Collecting Visitor Don't make the customer repeat themselves : Chat agents
Information having access to chat history and CRM for customer
2 information
3 Prompting customer to fill feedback forms
Customization 1 Chat look and feel should be aligned with the brand image
2 Ease of access of chat option. Chat button placement at all
places or
 a. Site areas or pages with highest conversions
b. Top exit pages
c. Funnel abandonment pages
d. Product pages where up-sell opportunities are likely
e. Complex product pages or services pages
f. Checkout pages
g. Error Pages
Chat pop-up in certain areas like when someone visits the
3 contact-us page
1 Share related documentation and encourage self-service
2 If time is needed to research, let the customer know
Chatting etiquettes
3 Commonly used abbreviations should be allowed
4 Polite and empathetic
1 Documentation of FAQ's
Post-Chat Documentation of common queries and automating
2 response for them
Should be available 24/7 but in order to optimize costs and
manpower should be available during the hours when the
1 website and app traffic is maximum
2 Should be easily accessible
Chat pop-up in places where there is high drop off rate or
3 when customer enters contact us page
Pre-chat survey form for collecting details like name, mail
4 id, mobile number
Ability to attach documents if intention to help new
5 customers get a connection
Chat should be a layover over the current page and
6 shouldn't redirect customer to a new page/window
Features for better Feature to indicate the status of the agent ( online,
customer 7 listening, responding, offline )
experience Agent shouldn't be able to disconnect, and should only be
able to disconnect after certain time of inactivity by the
8 customer.
9 Support to email/print chat excerpts
Chat conversations should display the time and customer
10 and agent conversation should be differentiated
11 Scrolling functionality should be present
12 Customization to meet the brand image
Name of agent and customer should come in front of the
13 respective chat
Chat should be interactive : customer should be able to
14 access links and forms by clicking on it from within the chat

Implementation
Pre Implementation 1 Planning based on site analytics
a. Determining chat throughput : web traffic, demographic
profile of customers
b. Chat button placement : everywhere or based on web
 analytics
c. Customizations and Canned Messages Development
Staffing : human resource required to handle the expected
2 chat throughput
1 Launching chat to a sample of customers
2 Allowing agents to familiarize with the processes in place
3 Identify and fix any bugs or issues
Beta-testing
4 Set a primary baseline for measuring the chat efficacy
5 Determine the chat volume that can be handled
6 Launch it to all the customers
Operational
Improvements & 1 Define metrics and set baselines for the same
baseline Reporting 2 Set goals for improvement in metrics