ZEIT TRACKER RESPONSE AND TIME MANAGEMENT TOOL

摘要

The present invention includes a software-based tool for tracking associate response time in regards to responding to customer inquiries via a chat conversation. The response time tracking tool is configured to alert the associate of how much time has elapsed since receiving a customer response (e.g., an inquiry, a question, a chat message, or the like). The response time tracking tool includes both clock and timer functions and is configured to not only buzz at predetermined intervals, but also change colors at predetermined intervals. Buzzing and changing the color of the response time tracking tool not only helps the associate maintain an appropriate response time to customer responses when assisting multiple customers simultaneously, but also helps eliminate dead air and delays while interacting with the customer. Therefore, the response time tracking tool is particularly useful for enabling the associate to deliver an excellent customer service experience.

主权项

1. A system for tracking associate response time in a chat conversation between an associate and a customer, the apparatus comprising:
a memory; a processor; and a module stored in memory, executable by a processor, and configured to: receive a first line of the chat conversation submitted by the customer at a first timestamp; receive a second line of the chat conversation submitted by the associate at a second timestamp; determine an associate response time based on a calculated time difference between the second timestamp and the first timestamp; and associate the calculated associate response time with the received second line of the chat conversation.