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.
Papildomi patarimai, kaip pagerinti tiesioginių pokalbių agentų efektyvumą
Tiesioginių pokalbių agentai paprastai atsakinėja ir į klientų užklausas iš kitų kanalų. Pavyzdžiui, socialinių tinklų ar el. pašto. Pateikiame keletą patarimų, kaip pagerinti jų kasdienį darbo procesą ir padidinti produktyvumą.
1. Tiesioginių pokalbių agentų spausdinimo testas
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. Klientų aptarnavimo programinė įranga
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.
Klientų aptarnavimo programinės įrangos privalumai:
- Increased profit
- Loyal customers
- Efficient live chat support workflow
Klientų aptarnavimo programinės įrangos funkcijos, skirtos patobulinti tiesioginių pokalbių pagalbą:
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3. Klientų portalas
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.
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Provide the necessary work environment for your live chat agents. Try out stellar customer service software for free and improve your overall business.
Frequently Asked Questions
Who are live chat agents?
Live chat agents are employees of the customer service team who answer customer questions and inquiries via live chat. It is one feature of the support software and is used to get the customer a real-time response.
What are the tasks of a live chat agent?
The main task of a live chat agent is primarily to help customers. A live chat agent needs to be efficient on the computer to respond quickly to customer needs. Must have knowledge of the products and services offered by the company, as well as demonstrate great communication skills that will allow you to help customers when they have a problem, e.g. with the purchase or service of products. Additionally, the agent must be able to perform multiple activities simultaneously.
What live chat agents are not allowed to do?
Live agent may not perform tasks that are beyond the technical capabilities of live chat, as well as tasks for which they are not authorized and restricted by e.g. the law.
Eksperto pastaba
Tiesioginių pokalbių agentai yra klientų aptarnavimo komandų darbuotojai, atsakinėjantys į klientų užklausas tiesioginiais pokalbiais, siekiant teikti pagalbą realiu laiku.
