Customer service audit, starting with your chat

What a customer service audit looks at

Whatever the channel, the questions are the same:

• Can the customer reach you? The channel works, during the hours you promise.
• How fast is the first reply? And how fast is the first reply from a person?
• Is the question answered? With specifics, not a generic script.
• Is there a next step? A booking, a quote, a time, a clear yes or no.
• How does it feel? Polite, clear and easy to act on.

An audit that answers these with evidence — timestamps and quotes, not impressions — gives your team something to fix rather than something to argue about.

Where we start: the website chat

The live chat on your website is where a customer expects the fastest answer, and where a slow one costs the most. So it is where Straight Answer starts. Our AI opens your chat, says it is an AI check (AI check by Straight Answer in the name field), asks a real question for your kind of business and follows the conversation to its end. The report scores each criterion above, with the quote that earned the score and a fix list ordered by impact.

We are honest about scope. Checks of e-mail and web forms, a full website audit and scheduled recurring checks are coming soon. Until they are ready, the pricing page lists them without a price.

A short checklist for your chat

Use it before your first check, and again after:

• Chat hours are visible in the widget, and an off-hours message says when you will reply.
• The first message answers or asks a useful question; it does not only request an e-mail.
• A bot hands over to a person quickly, and the person can see the conversation so far.
• The top five customer questions have short, specific answers ready.
• Every conversation ends with a proposed next step and a way to reach you.
• Follow-up e-mails promised in the chat are actually sent.

Make it a habit

A single audit is a snapshot. The value comes from repeating it: after hiring, after changing scripts, after switching chat vendors. Every report stays in your history, so you can show the change in the Answer Index over time.

Audit, QA or a one-off test?

An audit looks at the whole picture once in a while. Customer service QA is the ongoing habit of scoring conversations against the same rules. A live chat test is the single check behind both. The sample report shows what one check produces, and the pricing page shows how many checks each plan includes.

Start with the trial, read how the check works, or see the methodology behind every score.