Live chat software provider Velaro has unveiled the newest version of its software.
The new version introduces Live Chat Performance Management, which is a suite of new features and functionality to empower users to make chats better. In fact, the offering includes chat review and feedback, which gives contact center supervisors chat transcriptions and reports as much or as little as they prefer. What’s more, the chat shadowing feature enables managers and supervisors to review agent behavior and responses in real time, while the response rating feature enables visitors to rate any line of text. Lastly, A/B canned response testing (see image) enables users to test responses for customer feedback.
“Live Chat Performance Management from Velaro will change the way enterprises evaluate, improve and measure agent performance,” said Alex Bloom, founder, president. “Staffing a contact center is expensive. If you’re not fostering a culture of continuous improvement, you’re not making the most of that investment. With Live Chat Performance Management, supervisors can easily identify coachable moments, take action proactively and effectively quantify results. Best of all, it’s configurable enough to fit within any contact center workflow or corporate culture.”
It is also important to note that in addition to the Live Chat Performance Management suite, Velaro also updated its live chat software’s user experience (UX) and user interface (UI). Plus, Velaro unveiled updated to its branding and customization, social network and core integrations, pre- and post-chat surveys, visitor monitoring, workflow and routing, security and simple deployment.