While the right Live Online Chat tool is needed, perfect writing skills by the agent are also essential. A live chat agent relies solely on written communication. As such, they have to write impeccably, especially in a lead chat through Chat Bots. Their words need to be efficient and
One thing that creates an impression poorer than poor grammar is answering the wrong question with the right answer. Because a Live Chat agent might be communicating with multiple clients at the same time on a tool such as Olark, they need to know how to multitask.
While an agent needs to communicate well, they also need to understand everything about your business. Every day, the agent should navigate through your website and check procedures and processes hundreds of times in a month. This way, they will understand how to handle customers\' questions. Again, they need to be aware of all the changes in your business.
Data entry skills are essential for a live support agent. Even with the right Live Chat Online tool such as LiveAgent, your agents need to know how to enter customer data while still maintaining friendly talk. If data is entered incorrectly during live help, your customers’ experience will suffer.
Your agents need to understand the basics of customer support, such as greetings. You might be having the best live chat tool such as LiveChatInc but still have poor customer reception if your agents are rude, slow, or ignorant of the customers’ queries. Granted, your business in the United States or Australia can invest in customer support training to offer effective website live chat.