A live chat agent is an employee that answers customer questions and queries through live chat – a function of a help desk software. To learn more about how a help desk software can improve your customer service and improve customer satisfaction, check out this link.
Live chat 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. Live chat agents should strive to be helpful, communicate professionally, and close live chat sessions with customers politely.
In addition to all the above-mentioned skills, live chat agents have to be able to multi-task. Answering customer queries via live chat requires agents to answer the customer promptly while looking up further information about the customer, doing a quick research about the presented issue, and then presenting a solution in a timely manner.
Live chat agents are expected to respond to customer queries in under three minutes. However, the expected response time varies from industry to industry, so it’s important to look up industry benchmarks when setting response time expectations for your agents.
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