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In this PPT, we have shared the best qualities of Live Chat Agents that you must check to make your customers happy. If any chat support agent has these qualities then he is the best for your business and can solve your customersu2019 queries quickly and increase your business sales and trust. If you are in need to have someone to answers your customer's chat online then we are the right choice for you. You can reach us on our email id info@fecoms.com or by visiting our website: https://www.fecoms.com/chat-support-services/
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Qualities For Live Chat AgentsFor Making Your Customers Happy Patience Domain Knowledge Communication Skills Fast Response Time Team Work Problem Solving Skills
D omain KNOWLEDGE The chat agents must have whole domain knowledge, i.e. complete knowledge of your products, even before the products are live. If there’s a lack of knowledge, then it will soon be exposed to the customer and they can get furious hence, you’ll be losing the business. Even if you’re outsourcing your chat process, you need to train your chat agents with the thorough knowledge of your product and business.
Communication Skills • Writing skills are essential because they directly affect conversations with customers over chat. Especially if your agents chat with multiple consumers at a time, it’d be difficult to deliver quality services if they can’t express themselves properly in writing. • So, when it comes to hiring a live chat agent, see if they have: • Good grammar skills • Extraordinary typing skills (to avoid typos and delays) • Ability to understand what the customer is saying before they answer
T eam WORK We all can come across unexpected difficulties and what saves us is: teamwork. When you’re working as a chat agent and providing customer service, you’re never alone. Whenever in doubt about anything, you ask your teammates. A good chat agent should be able to use the knowledge and experience of its peers to the customer’s advantage. “
Patience Imagine when a customer is yelling at you for everything gone wrong in his life, you only have one thing: Patience. If a customer is frustrated, then a chat agent has to ask him very patiently about his problem. It is one of the most important characteristic of a customer service agent. When you understand the customer’s problem, you can either give him solution very calmly or ask him to wait while you solve it.
FastResponseTime Customers don’t like to wait longer than a minute. And in a live chat session, they expect to receive an answer in seconds Train your agents to reply to customers fast – at a maximum, customers should receive a reply within 30-45 seconds. Otherwise, they may leave and form a negative impression about your brand. On the other hand, a short response time has significant positive impact on conversions
Problem Solving Skills An agent should have the ability to quickly find a solution to any problem. Since customer service agents often deal with limited information, they need to work closely with the customers to fill in the gaps and find a way out. Agents need to be able to look at the scenario and not only find a solution but they also need to do it in an efficient way. It's one thing to eventually solve a problem. Agents should also expect that there will be 10 other problems that will suddenly come up. The ability to adapt quickly is an important part of the problem solving skills.
Why Choose Faith eCommerce Services? 01 02 03 Multi- Tasking Care About Customer’s Privacy Fast Response Time 04 05 06 Patience & Positive Attitude Highly Experienced Professionals Communication Skills
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