Front Line is your team that directly deals with the customers on a daily routine. The Front Line is also known as your customer-facing team. It is one the most important and delicate components of your company, due to two primary reasons. One, they represent your company to a stranger, in short, they’re your image.
Second, your future and present clients, depends on their customer handling skills. The image and the reputation of your business entirely depends on the front line. The members of the front line should be memorable and easy to communicate with, for the customer needs to feel at ease.
Front Line is a customer service team that has direct contact with customers on a daily basis. It is one of the most important elements of the company, because they represent it in front of customers, have an impact on the image and have a real impact on sales. Therefore, it is extremely important that frontline employees are people with high communication skills.
The front line is of great importance because it is often the first and main place of contact between the customer and the brand. It has a huge impact on customers' purchasing decisions, as well as their satisfaction with contact with the brand.They should quickly and professionally solve customer problems, support them in making decisions, build a relationship with the customer, and inspire their loyalty.
Agents contacting the customer directly are on the front line, so of course at LiveAgent this is possible. Depending on their rights, agents have specific accesses to the system that enable them to take specific actions and capabilities.
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