One way to speed up your chat is to activate a feature called real-time typing view. In other words, it is a feature that allows your agents to preview the text a customer is typing at the moment.
Did you know that;
1 in 5 customers is willing to stop using a product or service for slow response times via online chat?
Overall, this feature can give your agents the necessary time to analyze the situation and provide an accurate answer faster.
Many companies such as; Paypal or Ikea use a message sneak-peek feature to provide stellar customer service. Not only does it help your typing agents to find a solution faster, but it also gives them the ability to multitask. Thus, increasing their overall efficiency.
Before the customer clicks the “Send Message” button, you have a chance to see in real-time what the customer is typing.
Therefore, giving you more time to prepare an answer or solution to the customer’s problem. Customers appreciate quick and precise answers
In the picture above, you can see an Agent asking the visitor: “Hello, I am Andrej, how may I help you?”
In real-time, you can see what the visitor is typing: “Hi Andrej, I need help with..”
Meanwhile, the Agent can prepare his answer.
To view the message sneak-peek on Live chat in real-time, you need to;
1. Log in to your LiveAgent account
2. Navigate to Configurations
3. Click on Chat -> Chat settings
4. Search for Show customer typing text
5. Turn on
This feature is optional. Therefore, if you would like to deactivate it at some point, you can do it the same way.
Ready to increase your customer service effectiveness with LiveAgent?
Have your answers prepared before the customer submits a question with the Real-time Typing view feature in Live Chat. Try out our 14-day free trial and discover more help desk features.FREE TRIAL
If you would like to know more, read How to set up a live chat – LiveAgent.
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