Chat Monitoring & Feed

Features

GermainUX monitors the functional and technological performance of chat technologies—as well as online sales and support channels—in near real-time. Plus, it delivers actionable insights to your chatbot or human agents to ensure a seamless user experience.

Drop-Off Analysis

Whether handled by live agents or bots, underperforming sales or service chats can be detected and analyzed by GermainUX.

Examples:

Unavailable Agent: Detects when a visitor has been waiting too long for a sales representative to respond.
Ineffective Chats: Highlights frustrating or unhelpful AI-driven interactions that fail to support the user.
Technical Glitches: Identifies real-time disconnections, errors, or other technical issues affecting the chat experience.

Real-Time Engagement

GermainUX empowers your team to engage users proactively. Its real-time insights can be shared via email or online feeds with bots or human agents, enabling faster and more relevant responses to eCommerce and CRM users.

Examples:

Out-of-stock notifications: GermainUX alerts the chatbot, which then offers relevant alternatives.
Unsuccessful searches: Triggers suggestions from the chatbot to help the user discover other options.
Customer experience boost: Enables contextual, proactive chatbot responses that increase satisfaction.

Integrations

GermainUX currently supports integrations with technologies such as:

Need support for a different chat platform? Let us know—we’d be happy to configure GermainUX to work with your tech stack.

Component: Germain UX - RUM JS, Germain UX - RUM Ext

Feature Availability: 2023.1 or later