A Approach for Monitoring Live Chat Speed
I created a detailed plan to keep my tests impartial and comprehensive. I began chats on the Wazamba website and their mobile app 12 separate times. I picked weekdays in the morning, afternoon, and evening, and weekends during both peak and quiet hours. My questions varied from simple to a bit tricky. I queried about welcome bonus details for Canadians and about how long Interac withdrawals take. For each chat, I utilized a stopwatch. I recorded the initial wait to get an agent, and then how long it took to get a full answer. I also noted the agent’s name, scored how helpful they were from 1 to 5, and documented the conversation’s tone. This gave me more than just numbers; it showed the whole experience.