Live chat agents are an inevitable part of the customer support section of a business. Like the other support agents, they too are responsible for representing a business in front of the people. The quality of the service they provide decides how people perceive a business and the quality further depends upon the presence or absence of certain traits in live chat agents. Read on to know what exactly those traits are.
Knowledgeable about the products:
Live chat agents are in a way the face of any business. Since they represent a business, so, they should strive to create its positive image. For this, they need to have a thorough knowledge of all the products and services that a business provides. They need not be experts in the technology behind those particular products but should be capable of providing the desired information. Whenever a customer comes up with a query, they should know where to find information to answer them.
Customer service is all about keeping your words. Delivering what you promise or more than that is what makes the service an exceptional one. Honesty is obviously the best policy in this case. In order to meet your customer’s expectations, it’s important to lay out a complete plan for successful implementation right from onboarding to training to best practices.
For being an efficient live chat agent, one needs to possess a multitasking capability. Handling multiple customers at the same time is a part of customer service. So, one needs to be able to respond to all of them with the same quality to be an effective support agent. One needs to possess the capability of working under pressure and handling all the customers patiently. As a matter of fact, patience is what makes customers feel heard and supported. a customer service job demands you to stretch your brain further than you thought was possible. If that doesn’t sound like you, rethink customer service immediately.
A live chat agent should not be dependent upon canned responses and sure short replies. There are instances where customers may come up with never heard before queries. Such instances for a need to stretch your brain further than you thought was possible. This is essential for providing instant resolutions for those queries which are not so familiar.
Typing speed and communication skills:
No customer would like to wait for long times to receive a reply when opting for a live chat. As compared to email and phone calls, live chat is considered to be much faster and hence opted by most of the customers. So, it’s obvious that for providing an expected level of customer service, one should have the required typing speed and also good communication skills. Customers would be pissed off to see grammatical errors in the responses they receive.
All these traits make up a perfect live chat agent!
Source: Live Chat Agent