TIPS TO IMPROVE LIVE CHAT PERFORMANCE By: Chat Live Agents
1: Benefits of pre-chat questions
• At the start of chat session, the customers must be asked to answer few basic
questions like name and nature of query. This will definitely prepare the agents to answer in much effective manner during the chat session.
2: Use post-chat surveys
• Surveys are crucial for analysing the performance of your chat agents and will aid in improving the key areas of the live chat support process. Customers should also be allowed to add feedback or suggestion through an open-ended message option.
3: Slangs are a strict no-no • Your customers take you more seriously if you keep a formal approach. Any usage of slangs may reflect negative image related to your customer support department.
4: Transfer chat whenever necessary • The best feature of live chat is that customers don’t have to know that you are
unable to solve the query. To utilize this feature, you can immediately ask your colleagues or team leader about the solution. You can even transfer the chat to these concerned people immediately without telling the customers.
5. Be there 24 x 7 • Customers can come with query at any time while browsing your website. There are chances that you may miss potential customers due to chat unavailability. In case you lack resources to provide support you may opt for chat support outsourcing. This will ensure that provide 24 x 7 customer service in this consumer-driven market..
6. Avoid sticking to scripts
• Very often, the companies rely on scripts for communicating through channels
like chat support. The Scripted answers sound quite robotic which invalidates the point of having human agents for the service. Therefore, agents must add flexibility in their responses to sound more lively and enthusiastic.
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