Customers love to interact and place their problem with an agent who they feel comfortable with. They must be possessed with the knowledge of the entire service and businesses they are dealing with. But it all starts with a perfect foundation as if the base is strong, the results would be astounding.
What all a live chat agent must know?

1. Attending mock chats for training the agents: Without practice, we see blunders. Mock tests help to refurbish the skills of the agent which would make him specialized in the genre. This can be made through the classic chat functions and through the canned message and the link. Also, practicing the transfer of files to and fro would do the needful.

2. Taking the help of video tutorials for better view: The compilation of videos provides a practical view for how things have to get done. Through this, even complex tasks become easier to handle. Either take help of the video or through the Youtube that will make the chat more convenient and answerable.

3. Adding a personal touch while the conversation is ongoing: Patience, empathy, and humor are the key attribute of agents. It is important to teach them about the emotional intelligence. The robotic answering machines may not serve the purpose every time and they need an assurance of being empathetic and placing humor into the conversation to make it relevant and reasonable. Don’t forget the listening part. It will help you analyze the root cause with providing the best fixation.

4. Integrating the style into materials: In order to train your agents efficiently work with your marketing and PR dept. It must be followed with brainstorming session for creating the best sort of material. Take the help of questions that you would like to receive and ask the agents for responding to them. Point out the replies and provide the relevant feedback for the same. This would convert the responses into the apt style.

If your live chat agents are trained, you are ready to go! This would help you convert the visitor into a customer for a lifetime. With poise, elegance and gratitude of Live Chat Agents Australia, a customer’s decision making process can be mold which will attract the leads and increase the sales to a large percentage.