Dropped chat
Answer
In an attempt to address dropped chats using data, there is a field in our RefAnalytics (RA) form. Below the "Discipline" drop down is a "Dropped chat" field with three options:
- no (chat conversation wasn't dropped due to user navigating or clicking away from the page)
- yes* (chat was dropped, and user did not return to finish transaction)
- yes, picked up in alt. chat (chat was dropped, but user logged back in to finish chat
How does this impact our chat and RA data collection?
Answer: When we fill out the RA form, simply check one of the options listed above. This will help determine if the chat slider is difficult for users to interact with and if our chats are getting dropped because of this problem.
*If the user just leaves in the middle of the conversation, assume they didn't mean to leave, so selecting option 2 would be the course of action. The user very well could have lost interest in the conversation, lost internet connection, had their phone stolen out of the hands. . . any number of reasons. The information I'm interested in is when we select option 3 - they needed to finish the conversation, and so they reconnected.