Live Chat Support
Chat agents communicate with customers through live chat or email to answer questions, solve problems, and troubleshoot.
Top Skills and Abilities:
Top 3 Tasks:
A Live Chat Agent is a company representative who answers customer inquiries through an online chat platform.
Chat is a great channel for high complexity with low urgency issues. Verbally speaking to an agent might offer a general idea of the problem but explaining through chat can allow the customer to provide a more concise and detailed description of a specific issue. The agent then has to be able to respond with the correct solution with easy-to-follow instructions.
One of the key benefits is that customers who use live chat will be able to multitask while solving a problem. When implemented correctly, live chat also has some of the highest satisfaction rates of any support channel.