There are a variety of tasks and roles that live chat agents fulfill. For one thing, they serve as support agents who provide customer assistance. They also work as sales agents who promote a product/service. Whatever role you should assume as a live chat agent, you should be armed with the knowledge, technical skill and a good attitude to perform your task very well. These vital traits are spread out to the following tips for new live chat support and sales agents. If you happen to be one such agent, this article will prove as an invaluable resource:
Whatever you do within the boundaries of your job in live chat support, you should always put the welfare of the customer over monetary concerns. Makes things happen right away for the people concerned, even if takes a little bit more of your effort and time.
Complement the tone
You serve customers from all walks of life, so you should be quick to recognize and adapt to the tone of communication they are using. If they use formal language, reply in a formal manner. If they are more casual, then mirror the tone. If you are not sure about their approach, then it’s best to stick with the formal style then readjust later on as the chat progresses.
Learn your craft
You should always strive to improve your knowledge and skills by immersing in good customer service-related reading materials. This will immensely improve your know-how and allow you to learn various techniques on approaching customers.
Pay attention to visitor information
Keep track of visitor information on the monitor to learn more about them. Knowing what referral sites or keywords led them to your website or whether or not they are returnees will definitely help you with your approach.
Ready access to senior agents
You should have ready access to experienced agents for help whenever you feel you cannot handle inquiries properly. Don’t be afraid to let the customer know that you are trying to seek help from superiors or maybe even transferring them to senior agents. Then as you progress, you will be able to handle similar situations easily and comfortably and you can even share your knowledge and help other agents as well.
Keep it short and simple
Find the easiest, most direct answer to a problem and give instructions in ways that the customer could easily understand and follow.
Take a break
Don’t spend too much time in front of the monitor. This could take a toll on your energy, mental alertness and patience. So you should take short breaks periodically throughout day and take time to stretch, relax, and have a good laugh with someone that would ease the strain of your work.
Know the shortcuts
A good technique to speed up your chat handling abilities is to use keyboard shortcuts of the particular live chat support application you are using. Particularly master the shortcuts for the functions you use often to handle chats more efficiently.
Keep resources handy
When answering queries, you should keep resource websites and applications open so you are always ready to provide needed information. When on sales duty, make sure the CRM is open for creating and identifying leads. When on live chat support mode, keep your ticketing system open so that you can always check open ticket status anytime.
ApexChat provides Live Chat Support and service that helps online businesses turn valuable advertising clicks into customers.