Which topics are most common?
What are the most pressing issues that your customers are reporting in the chats with your agents? Which topics are most common? Which are causing the most trouble to your customers? Wouldn’t you like to be able to determine where your weaknesses lie, and to prioritize them, so you can deal with the biggest problems first? Reading the thousands of chat transcripts in the chat history is not the best way to tackle this undertaking. This is where Hot Topics comes in. A Hot Topic is any topic of conversation which has been associated with either a negative or a positive sentiment. By analyzing these topics, LiveEngage can display a variety of data which you can utilize to identify problems and prioritize your tasks; data such as the number of chats with Hot Topics, the percentage of positively or negatively scored chats, the absolute number of positively or negatively scored chats, etc. The Hot Topics Dashboard displays the data in graphical form, and provides the ability to filter for timeframe and/or participant (agent, consumer or both). The data bar at the top of the screen displays the total number of chats analyzed and the number (and %) of chats without topics assigned. Access the data bar and dashboard by clicking the arrow.
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In addition, more information is available in the drilldown window for each topic. By selecting a topic, Hot Topics displays the number and percentage of references to a particular topic, along with the phrases that triggered the negative sentiment, and how often each of them were used. Furthermore, the context of the phrase is displayed in snippets taken from the engagement. In this example, the word account has been assigned a negative sentiment in correlation with the words/phrases; ca not access, ca not get, cancel my account, unable to access, and problem. There were 29,922 instances of the use of the word account in a negative context, from a total of 30,909 uses of the word. Reading the snippets, the problem comes into sharp focus. By following your Hot Topics data, you’ll know which of the issues coming up in the chats are associated with positive sentiments (your strengths) and which are associated with negative sentiments (your weaknesses). This powerful tool can help you organize and prioritize your tasks. You can target frequently recurring issues and seek comprehensive solutions. By addressing root issues you can minimize dependency on your support organization, save money and improve customer satisfaction.
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In addition, more information is available in the drilldown window for each topic. By selecting a topic, Hot Topics displays the number and percentage of references to a particular topic, along with the phrases that triggered the negative sentiment, and how often each of them were used. Furthermore, the context of the phrase is displayed in snippets taken from the engagement. In this example, the word account has been assigned a negative sentiment in correlation with the words/phrases; ca not access, ca not get, cancel my account, unable to access, and problem. There were 29,922 instances of the use of the word account in a negative context, from a total of 30,909 uses of the word. Reading the snippets, the problem comes into sharp focus. By following your Hot Topics data, you’ll know which of the issues coming up in the chats are associated with positive sentiments (your strengths) and which are associated with negative sentiments (your weaknesses). This powerful tool can help you organize and prioritize your tasks. You can target frequently recurring issues and seek comprehensive solutions. By addressing root issues you can minimize dependency on your support organization, save money and improve customer satisfaction.
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