Log all interactions in the same way you log your calls
It shouldn’t matter what communication channel someone uses to contact your help line. All of their interactions with your center – phone, live chat and texting – are stored in one common place in iCarol, making it easy for you to find, manage and report upon the work your people are doing.
When a live chat or texting conversation is finished, the full transcript as well as any pre- and post-chat survey information are securely stored in your iCarol system. You can even collect additional information about the visitor’s issues and demographics that your counselor may have discerned over the course of the conversation.
Once the interaction is stored, it is available for review by your supervisory staff and they can provide feedback to the counselor for continuous improvement.
All these interaction are included in the powerful reporting capabilities in iCarol, allowing you to see outcomes and operational indicators that are vital to your board an funders, and can also be used to continue improving your services
Want to know more about this or any other iCarol feature? Feel free to connect with us by emailing: info@iCarol.com