San Francisco, December 9, 2014 - Olark today introduced Chat Ratings, a feature that allows companies to garner more detailed customer feedback and better understand if they are making customers happy through live chat. Chat Ratings let customers quickly and easily rate the helpfulness of their live chat experience, and let operators and managers immediately review that input to measure the quality of service being provided.
"Creating successful customers requires constant self-analysis and reflection. It's how operators learn and continuously improve the service they provide," said Olark Co-Founder Roland Osborne. "In the same way live chat helps customers get immediate answers, Chat Ratings help operators immediately see how well they're performing. We've designed our Chat Ratings to provide operators and managers with a more in-depth look at critical areas of service. We're interested to see how this impacts the experience provided by Olark customers."
With Chat Ratings enabled, a visitor or customer will be prompted to provide feedback on their chat experience once an operator ends the conversation. The customer can then provide a 1-5 rating on four areas of their experience: overall satisfaction, operator knowledge, operator responsiveness, and operator friendliness. After submitting their ratings, the customer is able to leave additional feedback in a text box.
Once the customer clicks the 'submit' button, their responses are sent directly to the operator's reports page in the Olark dashboard. If the customer left additional feedback, the operator will see it immediately as a part of the conversation. This immediate feedback helps operators make adjustments and get welcome validation.
"In asking a customer about these key four areas, operators and teams receive actionable feedback that confirms they're doing a great job or shows them how to improve," said Osborne. "Without Chat Ratings, which rank four key areas of successful customer engagement, you're flying blind when it comes to figuring out how to improve customer engagement. And we've done it in the Olark way - on page, never in a pop-out - so a customer can provide feedback and be on their way."
In addition to providing instant customer feedback, Chat Ratings feed data directly into the newly redesigned Reports page in the Olark dashboard. The reports page has been redesigned to provide an at-a-glance view of operator and team performance over time, with actionable information for training, onboarding, and improving service. Operators now see stats on their total, average and median chat ratings, and the team's overall customer satisfaction, which is measured by number of 'great chats' (conversations with a rating of 4 or more stars) vs. number of 'chats for review' (conversations with a rating of 3 or less stars).
Olark Chat Ratings is a free upgrade and is now available to premium customers. Go to www.olark.com/chat_ratings for more information.
About Olark
Olark live chat is the easiest way for companies to start talking to visitors on their site, closing sales and reducing churn. More than 10,000 businesses worldwide use Olark live chat to help and understand their customers. Founded in 2009 and based in San Francisco, Olark is a fully distributed company with employees in North America, South America and Europe. Learn more at www.Olark.com
