Uncover insights from your website chats

Uncover insights from your website chats


Live Chat Analytics lets you analyze conversations happening on your website to get critical information about your prospects and also to track your team’s performance.

Live Chat Analytics lets you analyze conversations happening on your website to get critical information about your prospects and also to track your team’s performance.



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Is Live Chat still alive?

Chat has been around for over a decade. Companies realized the power of using Chat as a communication medium and implemented it across their Support teams which proved to be a game changer at that time. With companies being able to resolve customer’s pain-points and issues really quickly and reduce churn significantly. Companies like Hubspot, Netcore Solutions, Zendesk, etc are some great examples of companies who are using Live Chat for support efficiently.
 
With the rise of companies like Drift, Zendesk, Intercom, etc a lot of Software, and especially SaaS, companies started leveraging Chat for Marketing as well. This primarily included capturing the visitor’s email address for scheduling a call or for future campaigns. Chat once again proved to be beneficial as a lot of companies started leveraging their website traffic to get more leads and conversions



Chat has been around for over a decade. Companies realized the power of using Chat as a communication medium and implemented it across their Support teams which proved to be a game changer at that time. With companies being able to resolve customer’s pain-points and issues really quickly and reduce churn significantly. Companies like Hubspot, Netcore Solutions, Zendesk, etc are some great examples of companies who are using Live Chat for support efficiently.
 
With the rise of companies like Drift, Zendesk, Intercom, etc a lot of Software, and especially SaaS, companies started leveraging Chat for Marketing as well. This primarily included capturing the visitor’s email address for scheduling a call or for future campaigns. Chat once again proved to be beneficial as a lot of companies started leveraging their website traffic to get more leads and conversions

What is Live Chat Analytics?

Live Chat Analytics is sub-category of Conversation Intelligence. CI deals with transcribing, analyzing and providing key insights for your pre-recorded Inside Sales conversations.  However, in case of Live Chat analytics no transcription is required as the entire conversation in on text.
This unstructured data set can be analyzed to uncover  insights that help Live Chat agent reps improve their conversations and close more deals. 
Marketing and Sales teams can use information like feature requests, pricing mentions, competitor mentions to be better aware of the Marketplace and handle objections effectively. It helps your team understand prospects and customers better so they can serve them even better.

 

 Companies using video Live Chat tools like Drift, LiveChat, Zendesk, Tawk, etc are leveraging Live Chat Analytics to uncover key insights from conversations and also to train their team to have meaningful conversations.

How can I benefit from Live Chat Analytics?

Improve your Conversations

Integrating Scoop with your Live Chat platform gives you a massive control over the quality of conversations your team is having. With Scoop integrated you can easily do the following


Identify your best Sales opportunities

Track competitor and pricing mentions

Know where your best leads are coming from

Improve your Conversations

Provide 1:1 structured feedback

Scoop’s Data-driven feedback management system creates a collaborative culture of sharing info and tips not only by managers but also between peers. Drive a behavioral change in your team with data-driven feedback.

Provide 1:1 structured feedback

Get engagement metrics

Know the quality of conversations your reps are having with prospects with engagement metrics like talk to listen ratio, dead air, interactivity switches, etc.

Get engagement metrics

Collection of your best conversations


Scoop.ai allows you to create a collection of your best calls happening on your Live Chat platform. You can use these to ramp new hires and coach the existing team. This gives them a better understanding of what’s working on these calls, what are the right questions to ask, perfect ways to handle and objection and much more.


<h3>Collection of your best conversations

Take your Live Chat to the next level!