It is an undeniable fact that most people have received poor customer service from various companies at some point or another. Most people complain to friends and acquaintances about their bad experiences, but usually don’t tell the offending companies their thoughts. How can a company gain valuable feedback from customers regarding their experience with customer service and support staff? LiveAgent has an integrated “Ranking” feature that allows this to happen.
After a customer has finished a live-chat conversation, a screen will appear that has three different buttons to choose from regarding the help that was received by the agent. The answer choices are: “Yes, reward him” , “It was ok,” and “No, punish him.”
Pressing the “No, punish him button” will cause another screen to show in the chat screen. Any comments that the customer would like to submit can be typed and submitted by simply clicking the Send a comment button.
A customer also has the option of clicking the ranking button within the email received. The person can then open the email conversation history and use the buttons to rank an agent from within the email.
The LiveAgent ranking feature also allows tracking and statistics to compare feedback received for each agent. Agents with a high amount of punishments can be effectively trained and disciplined as needed. This feature is extremely beneficial to helpdesk owners who would like to improve their operations.
