How many chats where a customer starts it and then doesn't say anything is 'normal'?

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How many chats where a customer starts it and then doesn't say anything is 'normal'?
we have quite a high rate of this occurring and wonder what is normal?

Helper

Call Centre Helper

Is there a problem?
Could it be that you are just taking too long to answer and the customer has gone to do something else.

It is the equivalent of calling a call centre getting fed up of waiting and putting the handset on the table and not hearing when it is connected.

So you may have answered and they are in another window.

I would treat these as abandoned contacts, in the same way as a caller that hung up on the phone before they go through to an agent.

If this is too high then you need to answer them faster. A good number to track over time.

Automated response?
Do you have an automated response that replies to the customer's initial enquiry?
We recently changed ours to sound like it is coming from a live chat Team Leader who is assessing who is best to help with the enquiry, so the customer hopefully feels like someone has answered and is willing to wait a short while, whilst we actually have time to acknowledge and respond to the chat.

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