Hi,

If your agents have a lot of incoming chats at once, they may not keep up and respond to everyone. As a result, customers land in a queue. With no hold music on chat to make their waiting “pleasant”, those less patient ones will probably leave the chat. “Come back!” you’ll probably scream. What happens next? It’s up to you!

Getting in touch with customers who left the queue

From now on, agents can send an email to a customer who left the queue. All it takes is going to the queue abandonment report and clicking on the Message button. All messages and replies can be seen in Tickets.

Note that this feature is available only for Business and Enterprise plans. Consider an upgrade if you don’t want those “Come back!” screams in your office.

If you want to make sure the queue doesn’t happen at all, check your chat peaks and adjust agents’ shifts accordingly. It should help!

Integrations That Will Keep Support Work Organized

If LiveChat was a person, it would run around integrating with everyone. Especially with all the apps in our Marketplace. Why? To make sure your agents have all the tools they need to provide top-notch service.

Read about the apps you can connect with to sustain high-quality support.

Episode #18

New API docs ready to use

It’s official. We’re thrilled to share with you the documentation of our new APIs! Some of you might have had a sneak peek while participating in the Beta Access program. We’re now ready to release the new APIs out of beta! The new APIs and new messaging protocol come with new articles, guides, and references.

To celebrate this moment, we also revamped the layout of the documentation site.

Reach out for Platform Overview to find out what can be achieved within the LiveChat Platform. Messaging Overview gives you a general understanding of our new APIs. Last but not least, are Agent Chat, Customer Chat, and Configuration APIs.

Bartosz – a Product Manager at LiveChat – works on our new product – HelpDesk (a ticketing system for managing emails). Prioritization is something he deals with every day. After all, when you build a new product, there’s always something to add or improve.

Bartek has shared with us three methods to prioritize your to-do lists. That will help you get more things done!

The Eisenhower Matrix

This method is named after the 34th President of the United States – Dwight D. Eisenhower. It groups tasks by urgency and importance.

Divide the table into four parts and write the tasks in the appropriate box. Decide whether they are important or not and urgent or not. Start with urgent and important projects. Delegate or let go of other projects that seem not to be of the highest priority.

Start – Stop – Continue

If you are overwhelmed by the number of tasks, you can group them into three levels of priority. This method helps you determine the course of action.

• Start – these are all the new projects worth getting involved in.
• Stop – this section contains tasks that are time wasters.
• Continue – put here all tasks that are worth your attention.

Feature Buckets Prioritization

It’s a prioritizing method invented by Adam Nash from Dropbox. It works especially if you are building a product and want to categorize features. It assumes that every task lands in one of three buckets:

• Metrics Movers – these activities will lead you to hit your target.
• Customer Requests – here land all the repetitive feature requests from clients. You will probably not add all of them, but these are truly important in setting a direction for development.
• Customer Delight – sometimes customers haven’t necessarily asked for a feature, but they will be happy if you add it.

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