Strategies for Chat Live Agents

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Strategies for chat live agents
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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.

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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.

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3. BE focused on the chat

• When chatting to a visitor, pay attention.
• Try to answer visitors 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.
• Dont keep your visitors and customers in the
  dark. Doing this will ensure a positive outlook
  of your business.

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4. BE present

• Good chat live agents can handle 4 6
  simultaneous conversations and make each customer
  believe hes getting undivided attention.
• This requires some degree of training and
  expertise, so carefully analyze each agents
  performance level and keep him or her out of the
  more advance positions until theyre ready to
  handle the pressure.

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5. be honest

• Always be honest with your customers.
• Most level headed customers will not mind if you
  cant answer their query.
• Dont drag your conversation with them aimlessly.
• Be sure to point them to someone who can answer
  their query.

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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.

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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.

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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 dont 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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Chat Live Agents 1100 17th Street NW,
1150Washington DC 20036 91-9805510111 info_at_ch
atliveagents.com