Live Chat 4.0 Update

The Project

Synthetix Live Chat is a customer engagement solution that enables contact centre agents to provide personalised support to customers.

The tool offers a range of features, including a live key-press feed, real-time predictive suggestions, and access to an integrated knowledge base. These features provide agents with quick access to relevant information, allowing them to handle customer queries efficiently and effectively.

The goal of this project was to enhance the overall user experience and make it more intuitive and effortless for users to engage with.

My Role

It was my responsibility to collaborate closely with the UX designer to collect feedback from agents and revamp certain features already available on the platform as well as adding in some new ones to help aid agents and enhance efficiency.

 

Audience

Synthetix Live Chat is specifically designed to support Contact Centre Agents in their daily tasks, streamlining their work and ultimately reducing costs. These skilled individuals, who work in customer service roles, often communicate with customers via phone or online chat. They are responsible for a range of tasks, including addressing customer inquiries, resolving issues, fulfilling orders, and providing technical assistance.

The Problem

Live Chat 3.0 had several issues that needed to be addressed.

  • Firstly, when looking through the research we collected from 100 agents during a survey, it became apparent that canned responses required improvement. Creating a new canned response required navigating through multiple screens, making them difficult to locate and use effectively, I wanted to bring this feature into the chat window itself to allow agents to add personal responses on the fly. Additionally, feedback indicated that personal responses should take precedence over global responses and the limit on the number of responses agents could create made the whole process challenging.

A snippet of feedback received from an agent survey of 100 participants 

  • Secondly, the chat attachments feature did not provide an opportunity for agents to review the content before sending, leading to mistakes in communication with customers.
  • Finally, agents would sometimes send messages with placeholder information due to a lack of prompts indicating that the information was incorrect.

The Process

The Live Chat 4.0 update was a large project, requiring a redesign of the product’s key features.

With 6 months dedicated to design and development, I approached this challenge methodically, tackling each feature individually in collaboration with the UX Designer. Together, we worked to create a seamless user journey, mapping out wireframes, before moving on to prototype designs.

To ensure that my designs were user-friendly and effective, I conducted testing with other team members within the company. Once I was confident with the designs, I scheduled a design meeting with the product manager, developers, and stakeholders. During this meeting, we thoroughly discussed each proposed feature, taking into account feedback from testing and making necessary adjustments to optimise the user experience.

File attachment

The redesigned attachment feature provides agents with a visual representation of the files they have attached before sending them to the customer. This functionality minimizes the possibility of sending incorrect information.

Canned Responses

The right side of the window displays the updated canned responses feature. This new feature allows agents to create responses quickly without exiting the chat interface. We have expanded the canned response limit based on feedback from agents who found the limit to be too restrictive in Live Chat 3.0.

Placeholders

Highlighting the newly introduced placeholder feature. As the chat system can retrieve information from an integrated knowledge base, this feature serves as an alert to notify agents if they are about to send a message containing a placeholder, giving them an opportunity to edit it before sending it to the customer.

The Impact

With the implementation of live chat 4.0, we were able to collect valuable agent data and analyse the impact of the update on users. We conducted data analysis in three different time periods, including 2020, 3 months after the update in 2021, and 1 year later in 2022. Our findings showed a significant decrease in chat duration times by 3.38 minutes.

The reduction in chat duration times has numerous benefits for the contact centre, such as improved efficiency, increased customer satisfaction rates, and cost savings. Shorter chat duration times allow agents to handle more chats per hour, leading to a more efficient contact centre. This increased efficiency can result in shorter wait times for customers and faster resolution of customer issues, which can boost customer satisfaction rates.

This chart shows data from 1 year before Live Chat 4.0 launched , 3 months after and 1 year post-launch

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