{"id":6939,"date":"2013-02-20T15:15:29","date_gmt":"2013-02-20T23:15:29","guid":{"rendered":"http:\/\/blog.ubertor.com\/?p=6939"},"modified":"2013-02-21T12:05:15","modified_gmt":"2013-02-21T20:05:15","slug":"what-do-you-expect-from-online-support","status":"publish","type":"post","link":"https:\/\/www.ubertor.com\/blog\/2013\/02\/20\/what-do-you-expect-from-online-support\/","title":{"rendered":"What Do You Expect From Online Support?"},"content":{"rendered":"

\"\"<\/a><\/center>An interesting info-graphic was shared with our team by Live Person<\/a>\u00a0which mapped out a variety of statistics revolving around online support. At the top of the info-graphic Live Person quotes that customers relate a great customer service experience over live chat if:<\/p>\n
    \n
  1. Issues are resolved quickly – 82%<\/li>\n
  2. Single interaction resolution – 56%<\/li>\n
  3. Friendly customer service agent – 45%<\/li>\n<\/ol>\n

    This resonated a positive feel with our team because we pride ourselves on the 3 points above. A few of the key performance indicators (KPIs) our customer service team tracks are:<\/p>\n

      \n
    1. Response times – Our customer service agents are gauged on how fast they can respond to incoming chats, phone calls and support Emails, and provide a workable solution to a problem.<\/li>\n
    2. Solve an issue on the spot – It is our primary goal to solve all problems right in the chat. We track how many issues are solved right in the chat, or had to be ticketed to another agent or department for additional support.<\/li>\n
    3. Net Promoter Score (NPS)<\/a> – If you’ve interacted with one of our customer service agents, you will have received a survey in your inbox with a simple question – “How likely would you recommend Ubertor to a friend or colleague?”<\/em>. Each survey is tied directly with the agent you interacted with wether in live chat or over the phone.<\/li>\n<\/ol>\n

      We keep a very close eye on these KPIs daily, weekly, and monthly – our team members (who are from Australia, Ireland, Philippines and Whistler) are graded each month based on their performance – and results are posted publicly in our office for team members, as well as visitors to see. Our goal is not to point the finger where someone has failed, but instead publicize the greatness achieved and keep each team member accountable for their service.<\/p>\n

      We’d like to hear from you though, when you engage online chat support, what matters to you the most?<\/em><\/strong><\/p>\n

      Our Live Help<\/a> is open from 06:00 – 22:00 PST, Monday – Friday, and we’re always happy to answer questions from our users, or the general public.<\/p>\n

      <\/a><\/a><\/a><\/a><\/div>
      <\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

      An interesting info-graphic was shared with our team by Live Person\u00a0which mapped out a variety of statistics revolving around online support. At the top of the info-graphic Live Person quotes that customers relate a great customer service experience over live chat if: Issues are resolved quickly – 82% Single interaction resolution – 56% Friendly customer […]<\/p>\n","protected":false},"author":137,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[138],"tags":[],"_links":{"self":[{"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/posts\/6939"}],"collection":[{"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/users\/137"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/comments?post=6939"}],"version-history":[{"count":35,"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/posts\/6939\/revisions"}],"predecessor-version":[{"id":6986,"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/posts\/6939\/revisions\/6986"}],"wp:attachment":[{"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/media?parent=6939"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/categories?post=6939"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ubertor.com\/blog\/wp-json\/wp\/v2\/tags?post=6939"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}