Live Chat Mystery Shopping

Live Chat Mystery Shopping
provides insight into the quality, accuracy and timeliness of responses along with testing the technical ability and functionality of the online chat system, from a customer’s perspective.

Why use live chat mystery shopping?

Is live chat mystery shopping right for you...

Measurement Criteria

PiP will assess the digital customer experience and processes delivered by your teams in line with your service standards and expectations. Live chat mystery shopping provides insight into the quality, accuracy and timeliness of responses along with testing the technical ability and functionality of the online chat system, from a customer’s point of view. PiP assessors will following a carefully constructed scenario/script to reduce the risk of detection and to appear as a genuine enquiry.

Cost Effective Quantitative Insights

Live chat mystery shopping is a cost-effective approach to quickly obtain large amounts of data, providing companies with reliable insights to highlight specific training opportunities, gaps in the customer journey, and potential live chat strategy refinement.

Outputs & Reporting

Following the chat, the assessor completes a questionnaire and leaves comments based on their experience. The complete live chat script and questionnaire are quality controlled to guarantee reporting accuracy before results are published online via our ‘Vision’ reporting platform.

VISION Online Reporting Platform

Once our mystery shop assessor submits the completed mystery shop evaluation. The output is quality-controlled by our team of evaluators at PiP HQ, before it is provided to the client online via our ‘VISION’ reporting platform, along with the agreed questionnaire. The questionnaire evaluates and measures the experience against each client’s specific sales and retail customer service standards.

Along with the output of the mystery shop, (e.g. live chat script, completed questionnaire etc…) VISION hosts an extensive range of reporting tools, insightful dashboards, drill-down cross-tabulated analysis, action planning, video coaching support and more...

Our VISION platform has been fully developed by our in-house IT software development team – meaning we’ve been able to build a reporting suite completely bespoke to our mystery shopping programmes and activity. The site also encompasses encrypted security with ‘Check’ approved testing, with individual user sign-on capabilities with multiple levels of accessibility.

CX Lab | The Ultimate Customer Experience Insights

PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.

The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more... Find out more >

“I would recommend their service to any company needing an objective view to understand, evaluate and enhance their customer service standards”

Philip Bright, Retail Partnerships Manager

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