When transitioning from live chat to messaging, it's important to focus on metrics that reflect the success of your new messaging system. Key metrics include first reply time, first contact resolution, and the number of messaging tickets created. These metrics help you understand how efficiently your team is handling customer interactions and maintaining service quality.
Additionally, consider metrics like good satisfaction tickets and full resolution time to gauge customer satisfaction and the effectiveness of your support team. By comparing these metrics to your legacy chat data, you can better evaluate the impact of the migration on your business. For more details, check out the originalZendesk article.
The choice of messaging conversation style in Zendesk significantly impacts the metrics you use to measure success. For instance, the 'live chat' style closely mirrors traditional live chat, allowing for direct metric comparisons like first reply…
The 'live chat' conversation style in Zendesk messaging is designed to mimic the traditional live chat experience. It involves a single live interaction with a clear start and end, where the messaging ticket is solved and automatically closed after…
Real-time and historical data are both crucial for measuring success in Zendesk messaging. Real-time data helps you monitor current operations, such as ticket volume, agent status, and customer sentiment, allowing for immediate adjustments to…
The 'reopened' conversation style in Zendesk messaging allows for multiple live interactions within the same ticket, offering a seamless experience for customers who may need to return to a conversation. This style can lead to inflated metrics…
The 'asynchronous' conversation style in Zendesk involves multiple live and non-live interactions over an extended period, which can affect ticket lifecycle metrics. Metrics like requester wait time and full resolution time may not be reliable…