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如何評價您網的實時聊天功能

標簽：網站建設网站設計网页設計

2022.10.02

　　幾乎每個網站都有實時聊天的功能，可以爲您的用戶及時的提供在線解決問題的方案。但是如何評價網站的實時聊天功能呢？

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　　1.反應時間

　　響應時間是一個至關重要的實時聊天指標，這衡量了客戶在有人回複之前需要等待多長時間。您的座席響應消息和解決問題的速度越快，您的品牌聲譽就越高。

　　2.平均解決時間

　　響應率僅關注某人響應客戶消息的速度。但是，它並沒有顯示您處理客戶問題的速度。平均解決時間是衡量客戶滿意度的指標，通過查看到達客戶可以關閉聊天的點需要多長時間。如果您的員工解決問題的時間過長，那麽您的客戶變得惱怒和沮喪的風險就會增加。

　　3.聊天轉化率

　　您網站上的實時聊天應用程序可以爲銷售查詢、轉換潛在客戶和最大化您的投資回報提供實時幫助。但是，要確定您的聊天系統在鼓勵銷售方面的成功程度，您必須查看聊天轉化率指標。

　　4.客戶滿意度得分

　　客戶滿意度得分可能是任何客戶體驗策略中關鍵的指標之一。它直接衡量客戶滿意度，並讓您從目標受衆的角度深入了解您的表現。您收集的有關反饋的得分信息越多，就越容易確定您的實時聊天策略在哪裏出錯。另一方面，如果在聊天會話後得分相當不錯，那麽您可能走在正確的軌道上。

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