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A Conversational Commerce Agency
MarketLinc Conversational Commerce-as-a-Service
MarketLinc Chatbot Services
MarketLinc Sales Agents
MarketLinc Drift Services
Norton by Symantec
Norton by Symantec
How Mature is My Live Chat Program
Please answer all four questions below.
Which of the following best describes how you target chat today?
I decide who to target by placing chat on pages where I think buying visitors are shopping.
I decide who to target by placing chat on buying flows and look for on-page triggers that may indicate a customer needs help.
I decide who to target by leveraging visitor profile and behavior data to create segments that will be profitable for me to engage.
I use machine learning to identify visitor intent and fit to target those that will increase revenue the most by offering chat.
Which of the following best describes how you present chats to site visitors today?
I use out-of-the-box chat icons and placement that are configured to my site's brand pallet
I use out-of-the-box icons and adjust placement to best location based on page layout, and customize the messaging to the page.
I actively configure different chat icons and placement for different visitors to personalize the invitations to improve revenue lift from chat.
I use machine learning to proactively select the best icons and placement for each visitor segment to improve revenue lift from chat.
Which of the following best describes how you handle incoming chats?
I use a small number of existing sales, support or BDRs to handle chats along with their other responsibilities during existing work hours.
I use a mix of bots, dedicated and shared resources to handle chat and use an automated process to collect after hours customer information to follow up at a later time.
I use bots and dedicated agents for chat whose primary function is selling via chat. I focus on chat quality and CSAT and have chat aligned with other parts of my business like support.
I use machine learning to proactively coach agents with the best responses, route the most appropriate agents for the customer needs, measure customer sentiment and create real-time alerts when misalignment occurs.
Which of the following best describes how you measure the success of chat?
I measure chat's performance based on the number of conversations and conversions the agents are generating. I also read transcripts to ensure customers are satisfied and to gather insights about their needs.
I set goals and measure chat's performance based on productivity metrics like conversations, response times, chat duration and wait times. I proactively measure agent conversion rates and look for opportunities to improve by reading chat transcripts.
I set goals based on forecasted website volume expectations, production, CSAT and conversion rates and measure my results against these forecasts. I have expanded my conversion measurement to look beyond what agents convert in chat to see how many self-convert after a chat.
I set goals & measure chat's performance based on Revenue per visitor of all visitors that have been exposed to chat compared to a control. I proactively measure quality, CSAT and customer experience with advanced analytics.
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