Strategies for chat live agents

STRATEGIES FOR CHAT LIVE AGENTS

1. BE CONCISE • Customers using live chat are looking for quick answers.

• Sometimes they are in a rush, and sometimes they are simply too intimidated to call.

• The best way to serve them with a delightful experience is to be concise in your answers and use familiar language.

2. MAKE USE OF CANNED MESSAGES • When customers arrive within a live chat conversation, they should be greeted professionally and with courtesy.

• But it does take some time to write basic greeting when starting a chat.

• This can cause a slight delay.

• This is where automated canned messages can really help.

3. BE FOCUSED ON THE CHAT • When chatting to a visitor, pay attention.

• Try to answer visitor’s questions as soon as you can. Keep your visitor informed at all times.

• If you need to check on their query or a customer order, let them know.

• Don’t keep your visitors and customers in the dark. Doing this will ensure a positive outlook of your business.

4. BE PRESENT • Good chat live agents can handle 4 – 6 simultaneous conversations and make each customer believe he’s getting undivided attention.

• This requires some degree of training and expertise, so carefully analyze each agent’s performance level and keep him or her out of the more advance positions until they’re ready to handle the pressure.

5. BE HONEST • Always be honest with your customers.

• Most level headed customers will not mind if you can’t answer their query.

• Don’t drag your conversation with them aimlessly.

• Be sure to point them to someone who can answer their query.

6. COLLECT CHAT TRANSCRIPTS TO INCREASE YOUR KNOWLEDGE AND FAQ BASE • Chat agents generate a lot of information that would be of use for future chats.

• You can use your chat transcripts to help populate your FAQ database simply by linking them into the database, along with a good set of key words.

• Chat agents working on support calls can quickly search this database to look for similar problems and use the information to help solve the current problem.

7. LOOK FOR FEEDBACK • Feedback is everything.

• Always ask your visitors and customers for feedback about your site or product.

• Ask for their suggestions. This will make them feel valued and keep coming back for more.

• By doing so live chat agents for website can deliver better.

8. OFFER A POST CHAT SURVEY • The post-chat survey provides you and your team an opportunity to evaluate your performance and make adjustments.

• Customers should be allowed to provide feedback, even if they don’t take advantage of it.

• The message to your customers will be that you care enough about their experience to ask them to rate your performance.

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