Improving customer satisfaction
In a live chat environment, which is heavily dependent on your relations with visitors, there are a number of things that factor into successful customer service.
Ranging from response time to transfers, live chat agents should know what kind of actions should be avoided and which are encouraged to achieve the highest customer satisfaction rates.
the best, and possibly the easiest, way to increase customer satisfaction is to shorten your response time. Nothing screams “bad experience” like a customer that has to wait for a few minutes for each of your answers. Avoid that at all costs! Quick response time is what every customer expects and appreciates.
an easy way to convey large portions of text. They allow you to recall pre-made answers by typing in hash (#) and the shortcut for the desired response, be it short or long.
If you tend to use a particular answer often, consider adding it to your canned responses list. It may come in handy later on!
answering correctly to an inquiry doesn’t always mean that a client will be satisfied with the answer. Every live chat agent should learn to understand customers’ position and answer accordingly.
There may be customers who are annoyed or even angry. They require, apart from the answer to their questions, assurance that their case will be taken care of. You, as an agent, are the person that will provide that kind of assurance and will do your utmost to see the case resolved.