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Behind the Scenes of Ngage Chat Summaries

At the end of each live chat conversation, Ngage sends a summary to the client.  Before our operators hit “send” on the summary, the chat undergoes a number of steps to make sure that you can efficiently review and respond.  

  1. Each chat is categorized. The categorization displays at the top of the summary and also in the email subject line so you can quickly determine its focus. As an example, a motor vehicle accident would be categorized as “MVA.”
  2. Operators summarize each chat.  In the example above, the summary might be “he was rear-ended and is experiencing neck and back pain.”  The summary appears in the email subject line.
  3. Ngage uses both these items to ensure quality control —  a quick review of the chat conversation to make certain the chat was conducted as expected.

The categorizations help drive other features too, such as instant callback, where the client may have requested that Ngage only offer phone transfers to MVA chats. 

Both the categorization and summary deliver the information you need to quickly reply to your site’s visitor if it appears to be a promising opportunity. In particular, many clients find the summary the perfect tool to assess an opportunity before they spend time on the phone with a person that clearly is not prepared to hire them.

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