JOB PROFILE
Outsource and employ experienced live chat agents
Live chat agents are responsible for communicating with customers and clients through live chat or other direct communication channels to answer questions, troubleshoot issues and solve problems. They help businesses improve their overall customer service ratings by providing fast and efficient responses to queries and maintain an organization’s customer experience reputation. They can also recommend products and upsell or close a sale by providing a promo code when is necessary. Live chat agents are also known as chat support.
The importance of a great customer experience is paramount to business success. Live chat agents can add value here by addressing customer concerns and improving their overall satisfaction levels. In fact, 51% of customers state they will never do business with a company again if they have had just one negative experience and 93% of consumers say they are more likely to be repeat customers with companies with remarkable service. From a financial perspective, a totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer and 14 times as much revenue as a somewhat dissatisfied customer.
A large number of chat agent or chat support tasks are completed online. Live chat agents is simple and cost-effective.
Live chat agents are constantly relaying information to customers. They need to be kept up-to-date with changes to company policies and product information as customers expect quick and accurate details when chatting live. The whole point of live chat is to get your answers quickly and efficiently. A live chat agent needs to be knowledgeable and familiar with the identity of the company, along with the products and services that it offers. Experience using customer relationship management (CRM) software is important so that live chat agents can keep track of consumer data and understand how to refer to and pull up relevant information to help elevate their customer experience.
Good communication skills are crucial to their success. Being able to communicate clearly and answer questions eloquently and professionally is an important trait of successful live chat agents.
In terms of qualifications and education, a degree or certificate in business administration may be helpful but not necessary. Becoming a successful live chat agent is more around having the ability to connect to and understand others rather than previous studies or qualifications. In saying that, there are some courses, such as soft skills workshops, that focus on the development of said people skills.
Live chat agent roles can be categorized by years of working experience:
Most organizations require live chat agents to be familiar with the live chat software they have implemented. These systems can be business-specific and live chat agents can only become familiar with them once they are employees. Here are a few examples of commonly used live chat software:
Because living costs are so low , labor and occupancy costs are too. We can employ and accommodate fully qualified, very experienced live chat agents for your team for up to 70% less than you’d pay in your local employment market. Outsourcing your 3D modeling and animation just makes good business sense.
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