SayPro Chat Interactions and Query Logs (SayPro Website Live Chat)

---

1.SayPro Purpose

The Chat Interactions and Query Logs capture all communications between users (clients, stakeholders, employees) and SayPro representatives via the SayPro website’s live chat feature. These logs serve to:

• Track and analyze customer/stakeholder inquiries and responses
• Monitor quality and responsiveness of SayPro’s support team
• Identify common issues, FAQs, and service gaps
• Support dispute resolution and compliance audits
• Inform improvements in user experience and service delivery

---

2.SayPro Scope and Content

Each chat log entry typically includes:

• Timestamp: Date and time of the interaction
• User Details:
  • Name (if provided)
  • Email or contact info (optional)
  • User type (client, partner, employee, visitor)
• Chat Transcript: Full record of the conversation text exchanged
• Agent Details: Name or ID of the SayPro representative responding
• Query Category: (e.g., Technical Support, General Inquiry, Feedback, Complaint)
• Resolution Status:
  • Resolved during chat
  • Escalated to another department
  • Pending follow-up
• Tags/Keywords: For quick reference and categorization

---

3.SayPro Data Management

• Logs are automatically saved and stored securely in the SayPro CRM or chat management system.
• Data privacy and protection comply with SayPro policies and relevant regulations.
• Logs are regularly archived and backed up for future reference.

---

4.SayPro Usage

• Customer Service Team: Uses logs for quality monitoring and training.
• Management: Reviews reports generated from chat logs to assess service levels and identify improvement areas.
• Analytics Teams: Analyze chat data to detect trends and inform FAQ updates or system enhancements.
• Compliance Officers: Reference logs during audits or investigations.

---

5.SayPro Reporting

• Periodic reports summarize chat volume, common issues, response times, and customer satisfaction indicators.
• Reports are submitted via the SayPro Document Submission Portal and shared with relevant stakeholders.
• Exception reports highlight unresolved or escalated queries requiring management attention.

---

6.SayPro Employee Responsibilities

• Ensure prompt, professional, and accurate responses during live chat sessions.
• Log relevant details and tag queries correctly within the chat system.
• Escalate issues beyond scope promptly according to protocol.
• Participate in periodic reviews and training based on chat interaction analysis.