As the name suggests, live chat agents engage with customers through a company’s live chat software to answer questions and resolve issues.
Tech aptitude is an essential part of this role, as live chat agents must be able to navigate chat software alongside other tools and leverage customer data effectively.
1. Customer Service
Live chat agents are tasked with providing excellent customer service to website visitors who contact them through the company’s live chat software. This means demonstrating patience and empathy while resolving customer questions.
Another important responsibility is to meet chat targets, including NPS scores, average number of chats per day, and chat handling time.
Agents also need to know the products, services, and policies they are chatting about so they can provide accurate information without repeatedly making customers wait.
Smart agents will know common trigger points for customer issues and offer solutions that work best. They should also be able to identify problems that could lead to other customer complaints.
2. Multitasking
When it comes to live chat jobs, multitasking is one of the most important skills. Not only does it help agents handle a high volume of customer requests, but it also allows them to provide excellent service.
In order to effectively multitask, live chat agents need to be familiar with a variety of software programs and have the ability to navigate them in a seamless way. They should also be able to troubleshoot any issues that may arise from customers’ inquiries.
Agents also need to be able to easily memorize the details of each conversation they’re working on, so that they can adjust their responses appropriately. This is a critical skill that can save them a lot of time and frustration.
3. Problem-Solving
Problem-solving is a critical skill for chat agents. They often work with customers to troubleshoot problems and provide solutions that can help the customer save time in the long run.
A great chat agent will have a creative approach to solving issues and be willing to try new solutions until they find one that works. They should also be able to identify the root cause of a problem so they can provide efficient resolutions that will keep customers happy.
In addition, they should be able to recognize website errors and report them to their IT department so they can solve the issue as quickly as possible. They should also be able to respond to customer queries within three minutes after they become an assignee on that ticket.
4. Upselling and Cross-Selling
Upselling and cross-selling are sales techniques that live chat agents can offer to increase the average order value. They’re also an effective way of boosting customer satisfaction and generating more revenue.
Upselling involves pushing users to purchase a higher-end version of their original product, while cross-selling is about suggesting related or complementary items. Both tactics can be effective, but they need to be done in the right context and at the right time.
Live chat agents need to understand the needs and wants of different customer segments to make upselling and cross-selling suggestions that will be acceptable to them. They can do this by drawing on insights from their customers’ buying histories and behaviours.
5. Collaboration
One of the most important responsibilities of live chat agents is to help team members. By helping each other, they’ll be able to provide better customer service and boost job satisfaction.
The first step in ensuring this happens is to ensure that your agents are trained properly. This includes knowing where to go for additional information, how to solve problems and what to expect from customers.
Agents also need to be able to identify the major pain points of customers and flag them up for further attention. These can include things like preferred methods of contact, unique software issues and more.
This information should be recorded in each customer’s profile so that every agent has access to it. Moreover, it should be shared with other agents using collaboration software for a seamless workflow.
