Qui sont les agents de chat en direct ?

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.

Quelles sont les compétences qu’ils doivent posséder ?

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.

Dans quel délai les agents de dialogue en direct doivent-ils répondre aux clients ?

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.

TypingTest-for-live-chat-agents-LiveAgent

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

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Fonctionnalités du logiciel de service à la clientèle pour un meilleur support du chat en direct :

SLAs
Time Rules
Forum
Agent ranking
Canned messages
Proactive invitations

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3. Customer portal

En disposant d’un portail client avec des FAQ, des guides pratiques, des vidéos, vous pouvez fournir une assistance clientèle 24 heures sur 24, 7 jours sur 7, sans frais supplémentaires. En outre, votre service clientèle peut fournir efficacement des informations en guidant les clients vers ces articles d’information approfondis. Un autre grand avantage est que les opérateurs de chat en direct peuvent se concentrer sur les questions importantes des clients pendant que les réponses aux questions informatives sont données sur votre site web.

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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.

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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.

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Après avoir découvert ce qu'est un agent de chat en direct, vous pourriez vouloir approfondir vos connaissances sur les compétences essentielles qu'ils doivent posséder. Cela vous donnera un aperçu des qualités nécessaires pour offrir un service client efficace. Ensuite, explorez les délais de réponse idéaux pour garantir une satisfaction client optimale. Vous apprendrez comment une réponse rapide peut influencer positivement l'expérience client. Pour améliorer l'efficacité de vos agents de chat, découvrez les tests de dactylographie qui peuvent aider à affiner leurs compétences. Cela pourrait transformer votre équipe en une force de service client redoutable. Enfin, envisagez d'investir dans un logiciel de service à la clientèle pour bénéficier de ses nombreuses fonctionnalités. Un bon logiciel peut être un atout précieux pour améliorer le support du chat en direct.