Agenti della live chat

Chi sono gli agenti della live chat?

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.

Quali abilità devono possedere?

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.

Quanto velocemente gli agenti di live chat devono rispondere ai clienti?

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.

Bonus tips to improve live chat agents’ efficiency

Live chat agents are usually responding to customer inquiries from other channels too. Such as social media or email. Here are some live chat tips to improve their daily workflow to increase their productivity.

1. Typing test for live chat agents

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. Customer service software

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.

If you want a valuable addition to any customer service software, try integrating it with a ticketing tool. This powerful combination allows your team to manage and respond to customer inquiries effectively. With a support ticketing tool, you can centralize all customer inquiries from various channels in one centralized place, ensuring that every inquiry is tracked, assigned, and resolved efficiently.

Benefits of customer service software:

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

Funzionalità del software del servizio clienti per migliorare il supporto della live chat:

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

3. Customer portal

Avendo un portale clienti con FAQ, guide How-to, video, puoi fornire un supporto clienti 24/7 senza alcun costo aggiuntivo. Inoltre, il tuo servizio clienti può effettivamente fornire delle informazioni guidando i clienti a questi articoli informativi approfonditi. Un altro grande vantaggio è che gli operatori della live chat possono concentrarsi sulle richieste importanti dei clienti mentre le domande informative trovano risposta sul tuo sito web.