Who Are 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 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.

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 multitask. 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?

An agent is expected to respond to customer queries in under three minutes after they become an assignee to that ticket. 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.

LiveAgent's Universal inbox overview

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

Bonus Tips to Improve Live Chat agents’ efficiency

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.

1. Typing test for Live Chat Agents

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.

2. Customer Service Software

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.

Benefits of Customer Service Software:

  • Increased profit
  • Loyal customers
  • Efficient live chat support workflow
Youtube video: LiveAgent 2021 | Better Customer Service Starts Today

Customer service software features for improved live chat support:

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3. Customer Portal

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.

Try out LiveAgent for FREE

Provide the necessary work environment for your live chat agents. Try out stellar customer service software for free and improve your overall business.

Frequently asked questions

Who are live chat agents?

Live chat agents are employees of the customer service team who answer customer questions and inquiries via live chat. It is one feature of the support software and is used to get the customer a real-time response.


What are the tasks of a live chat agent?

The main task of a live chat agent is primarily to help customers. A live chat agent needs to be efficient on the computer to respond quickly to customer needs. Must have knowledge of the products and services offered by the company, as well as demonstrate great communication skills that will allow you to help customers when they have a problem, e.g. with the purchase or service of products. Additionally, the agent must be able to perform multiple activities simultaneously.


What live chat agents are not allowed to do?

Live agent may not perform tasks that are beyond the technical capabilities of live chat, as well as tasks for which they are not authorized and restricted by e.g. the law.


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Expert note

Live chat agents are customer service employees who provide real-time help and support through live chat. They must possess computer efficiency, product knowledge, communication skills and multitasking abilities.

Andrej Saxon
Andrej Saxon
Sales manager
Live chat, also known as live chat software, is an online communication tool that allows you to chat with your website visitors in real-time.

Live chat

Live chat is an online communication tool that enables real-time conversations between businesses and website visitors. It offers essential functions such as saved transcripts, routing, and canned messages, and can increase conversion rates, lower operational costs, and improve customer satisfaction. With its ability to address customer pain points, it can be used for marketing, sales, and customer support. Choosing the right live chat software requires identifying your business needs and preferred functions.

Live online chat is a communication between customers and customer representatives in real-time through a built-in online chat.

Live online chat

Live chat is a software tool that allows online conversations between businesses and website visitors. It can improve conversion rates, customer satisfaction, and lower costs. LiveAgent offers 15 features including chat history and third-party integrations. Live web chat allows for real-time communication that can increase website engagement and customer satisfaction. Live chat support is a feature of help desk software that allows for fast customer service. LiveAgent provides all necessary functionalities. By subscribing to LiveAgent, users can benefit from improved customer service and software features.

Live chat is one of the tools of a help desk software that enables customers to contact you through your website.

Live chat support

Live chat support allows easy communication with customers and offers interaction through emoticons, video sharing, and voice messages. LiveAgent provides live chat support with all necessary functionalities. Live chat features include customizable buttons, chat history, and third-party integrations, leading to improved customer satisfaction and faster resolution times. A message will be sent containing login details after signing up for LiveAgent. The website uses cookies, and permission is assumed to be granted by continuing.

LiveAgent offers over 15 advanced live chat features that'll help you engage with your customers and provide better customer service.

Live chat features

Live chat is a software technology that allows customers to communicate with customer support representatives in real-time. It is a must-have feature for any successful customer service strategy, providing immediate answers to customer questions and real-time help with no effort required from the customer. LiveAgent offers 15 live chat features to improve customer service, including customizable chat buttons, real-time chat, and proactive chat invitations. Other features include chat history, internal chat, and third-party integrations. The benefits of live chat include improved customer satisfaction, decreased ticket volumes, and faster resolution times.

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