Tiesioginių pokalbių agentai

Kas yra tiesioginių pokalbių agentai?

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.

Kokių įgūdžių jie turi turėti?

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.

Kaip greitai tiesioginių pokalbių agentai turi atsakyti klientams?

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

Klientų aptarnavimo programinės įrangos funkcijos, skirtos patobulinti tiesioginių pokalbių pagalbą:

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

3. Customer portal

Turėdami klientų portalą su DUK, „kaip atlikti“ vadovais, vaizdo įrašais, galite teikti klientų aptarnavimą 24 valandas per parą, 7 dienas per savaitę be jokių papildomų išlaidų. Be to, jūsų klientų aptarnavimo tarnyba gali veiksmingai teikti informaciją nukreipdama klientus į šiuos išsamius informacinius straipsnius. Dar vienas didelis privalumas yra tas, kad tiesioginių pokalbių operatoriai gali sutelkti dėmesį į svarbias klientų užklausas, o į informatyvius klausimus atsakyti jūsų svetainėje.