It seems our Titan Score is going down because of our response time using Chat. Our CSR's Respond immediately. Not even a minute goes by. Could anyone give me some insight on how to increase our score or what is causing our score to go down because of chat? Is it necessary to close the thread every time?
Hi @Ameredith! The "Use Chat to stay connected with your customers" section in Titan Advisor is looking at two things!
1.) Percent of chat threads (excluding those marked as spam) which are either closed or where the last message is outbound by an office user, last 7 days
2.) Average response time of incoming messages that were replied to over the last week, in minutes
If your CSRs are answering the incoming chats quickly, it could be that the chat threads aren't being closed out or they didn't send the last message! I would recommend starting to look into that. Please let me know if you have any questions! 🙂