All Talkative customers can now monitor their agents’ video chat interactions.
Prior to this update, supervisors could only monitor live chat conversations. Now, they also have the power to observe any ongoing video chat with a customer.
It means you can assist agents with challenging interactions, provide better training, and keep tabs on the quality of your video customer service.
Oversee your video chat experience
With this new update, supervisors can easily oversee any active video call - either by joining as a participant or by opting to listen in.
You can also track the sentiment score of all live chats, helping your supervisors to identify the interactions that need them most.
It means you can ensure that your customers always receive exceptional support.
Not only that, but you can use Video Chat Monitoring to improve agent training which, in turn, will improve the customer experience they provide.
Need help getting started with Video Chat Monitoring? Get in touch with your Talkative Account Manager.
And for more on our latest updates, check out our most recent release notes.
Are you a new customer that likes the look of this update?
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