Agenți de chat live

Cine sunt agenții de chat live?

Live chat agents are employees that answer customer questions and queries through live chat. Live Chat is a function of help desk software. It is used in a lot of businesses to provide real-time answers to customer inquiries.

If you would like to learn more about how to improve your live chat support and customer satisfaction, read LiveAgent – Help desk software.

Ce aptitudini trebuie să aibă?

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. Agents should strive to be helpful, communicate professionally, and close live chat sessions with customers politely.

In addition to all the above-mentioned skills, agents have to be able to multitask. Answering customer queries via live chat requires customer representatives to answer the customer promptly while looking up further information about the customer. Therefore, they can quickly research the customer’s issue, and then present a solution in a timely manner.

Cât de repede trebuie să răspundă clienților agenții de chat live?

An agent is expected to respond to customer queries in under three minutes after they become an assignee to that ticket. However, the expected response time varies from industry to industry. Therefore, it’s important to look up industry benchmarks when setting response time expectations for your agents. You can set the response time in customer service software, such as LiveAgent.

If you would like to learn more, read LiveAgent – customer service software.

Sfaturi bonus pentru a îmbunătăți eficiența agenților de Chat Live

Agenții de chat live răspund, de obicei, și la solicitările clienților de pe alte canale. Cum ar fi rețele de socializare sau e-mail. Iată câteva sfaturi pentru a le îmbunătăți fluxul de lucru zilnic pentru a le crește productivitatea.

1. Test de tastare pentru agenții de Chat Live

Live chat typing test is a great tool to test how effective is your customer service/support team. LiveAgent provides this test for free. As a result, you can improve your live chat agents’ skills as well as CX. Here is a free live chat typing test.

2. Software pentru serviciul clienți

A customer service system is a useful tool for any company dealing with customer inquiries across multiple channels. Furthermore, it allows your team to deal with customers effectively. No need to switch between interfaces anymore. Simply answer all customer inquiries from one Universal inbox.

Beneficiile software-ului pentru serviciul clienți:

• Increased profit
• Loyal customers
• Efficient live chat support workflow

Caracteristicile software-ului de serviciu pentru clienți pentru asistență pe chat live îmbunătățit:

• SLAs
• Time Rules
• Forum
• Agent ranking
• Canned messages
• Proactive invitations

3. Portal pentru Clienți

Având un portal pentru clienți cu întrebări frecvente, ghiduri de instrucțiuni, videoclipuri, puteți oferi asistență pentru clienți 24/7 fără costuri suplimentare. În plus, serviciul dvs. de asistență pentru clienți poate oferi informații în mod eficient, îndrumând clienții către aceste articole informative aprofundate. Un alt mare beneficiu este că operatorii de chat live se pot concentra pe întrebările importante ale clienților, în timp ce întrebările informative primesc răspuns pe site-ul dvs. web.