ENGR 110
Brainstorming
Implementing the LivePerson SMS add-on
It turns out that SafeChat's account with LivePerson is a self-service account. This means that the organization is not assigned an account manager who could assist with the SMS add-on. Luckily, the SMS service is already a feature SafeChat is paying for so it will not cost the organization any more money. The only thing left to do is for SafeChat to activate this feature.
Analyze hourly website/chat data to optimize staff scheduling
Finding the times when users are most active on the SafeChat website can help us examine the best times to staff chat advocates. To do this, we studied the data provided by SafeChat. The charts given to us through google analytics contain information on website views and online chats. We used this data from the past 90 days to identify the times of the day when SafeChat should ensure they have an advocate available. If put into action, this schedule will allow the users to have access to support when it is most needed and not solely during typical business hours.
Suggest bilingual option to SafeChat
Incorporating google translate into the SafeChat website would allow the organization to support more survivors. My team recommended a script of code and tutorial that the back-end SafeChat workers can implement into their website so that users can change the language of the text on their site. Data shows the hot culture is Spanish so enabling this feature could allow the users to read and chat in the language which they are most comfortable.