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.

Once the mystery shop assessment is quality-controlled and scored by our team of evaluators at PiP HQ, it is provided to the client online via our reporting platform, ‘Vision’. Vision hosts an extensive range of engaging tools and insights including:

Custom client-branded infinity dashboard

Interactive dashboard tiles and reporting

Drill-down analysis and dynamic reporting suite

Bespoke dashboards based on hierarchy/access level

Self-assessment and action-planning tools

Custom library of resources and support items

Individual evaluation score impact assessments and ‘improvement areas’

And so much more…!

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...

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“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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