Live chat agents

Who are live chat agents?

Live chat agents are employees that answer customer questions and queries through live chat. Live Chat is a function of help desk software. It is used in a lot of businesses s to provide real-time answers to customer inquiries.

If you would like to learn more about how to improve your customer service and customer satisfaction, read LiveAgent – Help desk software.

What skills do they need to possess?

Agents have to be efficient with computers, be quick to respond, and have to have knowledge of any computer software used by your business, as well as your company’s products or services. Agents should strive to be helpful, communicate professionally, and close live chat sessions with customers politely.

In addition to all the above-mentioned skills, agents have to be able to multi-task. Answering customer queries via live chat requires customer representatives to answer the customer promptly while looking up further information about the customer. Therefore, they can quickly research the customer’s issue, and then present a solution in a timely manner.

How quickly do live chat agents have to respond to customers?

Agents are expected to respond to customer queries in under three minutes. However, the expected response time varies from industry to industry. Therefore, it’s important to look up industry benchmarks when setting response time expectations for your agents. You can set the response time in customer service software, such as LiveAgent.

If you would like to learn more, read LiveAgent – customer service software.

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