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 live chat support and customer satisfaction, read LiveAgent – Help desk software.
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.
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.
Live chat agents are usually responding to customer inquiries from other channels too. Such as social media or email. Here are some tips to improve their daily workflow to increase their productivity.
Live chat typing test is a great tool to test how effective is your customer service/support team. LiveAgent provides this test for free. As a result, you can improve your live chat agents’ skills as well as CX. Here is a free live chat typing test.
A customer service system is a useful tool for any company dealing with customer inquiries across multiple channels. Furthermore, it allows your team to deal with customers effectively. No need to switch between interfaces anymore. Simply answer all customer inquiries from one Universal inbox.
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By having a customer portal with FAQs, How-to guides, videos, you can provide 24/7 customer support without any additional costs. Moreover, your customer service can effectively provide information by guiding customers to these in-depth informational articles. Another great benefit is that the live chat operators can focus on important customer inquires while the informative questions are answered on your website.
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