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.
Conseils pour améliorer l’efficacité des agents du Chat en direct
Les agents de chat en direct répondent généralement aux demandes des clients par d’autres canaux également. Comme les réseaux sociaux ou le mail. Voici quelques conseils pour améliorer leur flux de travail quotidien afin d’accroître leur productivité.
1. Test de dactylographie pour les agents du chat en direct
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. Logiciel de service à la clientèle
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.
Avantages des logiciels de service à la clientèle :
- Increased profit
- Loyal customers
- Efficient live chat support workflow
Fonctionnalités du logiciel de service à la clientèle pour un meilleur support du chat en direct :
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3. Portail client
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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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.
Note d'expert
Ne vous excusez jamais ! Si vous ne connaissez pas la réponse, répondez simplement : JE_NE_SAIS_PAS!
LiveAgent est un logiciel d'assistance efficace pour les entreprises qui cherchent à améliorer leur service client. Il offre des avantages tels que la réduction des temps de réponse, la diminution du volume de tickets et une expérience client positive. Il existe des essais gratuits pour l'industrie du commerce de détail, de la mode et du fitness. LivePerson est la meilleure alternative à Lucep sur le marché, avec un service client 24/7 et des options de communication variées.
