Quickly resolving customer issues, especially sensitive ones, is one of the makings of a good company that truly values its clients. While displaying FAQs in a website is a common practice, that won’t really appease those who need an urgent action right away. This is where live chat agents come in.
Live chat agents are responsible for keeping customers happy by engaging with them, answering their questions, and resolving their concerns. No matter the industry, any business would surely benefit form having a solid live chat team who can drive superior customer service results!
Lucky for you, outsourcing live chat agents to the Philippines is now quick and easy! Our team can easily find the best people for the job in a matter of time. Before we get to the specifics, here are some things you should know about live chat agents!
What are live chat agents?
All strong businesses have now gone online. This means they are regularly maintaining and growing their social media or website presence, or aiming for conversions through ecommerce platforms. With the businesses’ growth in the digital world, they naturally relied on automated solutions for efficiency. However, nothing can really replace the human element in customer service, even if you have a foolproof robot who can give step-by-step responses. Thus, the need for live chat agents.
From a business environment that once relied solely on automated responses or FAQs, it has now evolved to eventually include live chat agents to act as support for their customers. A live chat agent is a well-suited professional who makes sure grievances that require human intervention are attended to quickly. They can complete support tasks online on the spot, or escalate pressing matters to other teams while the customer is on hold.
What are the characteristics of good live chat agents?
They are effective communicators
The live chat agents are already used to communicating with various customers, even the most agitated ones. More often than not, they have a script they follow for dealing with certain issues. However, this is more of a guide as they would still take time to give a carefully crafted response that will solve the customer’s problems.
The live chat agents normally follow different response times, and it varies per industry.
They are multi-taskers
It is safe to say that live chat agents are also multi-taskers. They would need to look into the concern the customer has provided them, coordinate with another team, and give the most up to date status, while updating the system. The job would sometimes also be tougher if the issue is a more technical one, and they have to quickly read up a bit before getting back to the customer.
They know how to help you while showing empathy
The last thing you want is to engage with a live chat agent who doesn’t seem to give a rat’s ass about your problem. This is why businesses also screen for agents that show empathy because this also makes or breaks customer service.
It’s extremely important for these agents to put themselves in the customer’s shoes so they can better understand where they are coming from, and earn their trust. The reason why they are there is to lend a human approach to every interaction. If there’s no empathy, and if they don’t make the customers feel valued enough, then it’s as good as just relying on automated solutions.
They never end the chat without getting feedback
Feedback is crucial to every business. This is why live chat agents have made it a practice to always get the customers’ feedback after the discussion. This allows them to explain how the business is performing from a customers’ point of view, and also raise ideas on how they can improve.
They are subject matter experts
It would be hard for a live chat agent if he or she doesn’t have an idea about the company, its policies, the current situations, as well as its product, services, and promos. If they are left grasping for answers, then it would be counterproductive!
Good live chat agents know how to provide quick and accurate details when chatting live. Sometimes, they don’t need to look up answers to certain questions, because they are already well-versed with the topic, and have studied the company well.
You are a few clicks away from the best live chat agents!
Outsourcing to the Philippines for live chat agents will help you scale up your business. This is because you can direct your time and attention to more pressing matters. We know that this task requires time and energy, and we want you not to get side-tracked and just focus on the business!
We can provide reliable, smart, and highly-functional candidates that can help you improve your business’ customer service side.
Here are some of the benefits you can get from outsourcing to the Philippines:
- Reduced operation costs by up to 70%. You can recruit as many live chat agents as you want, depending on your requirement. We can ensure a streamlined process so updates are delivered fast and accurately to your onshore team.
- Customer-oriented individuals who can multitask well, have empathy, and are dedicated to provide solutions quickly and efficiently
- Trained and talented agents who are familiar with various live chat softwares
- Option to hire agents on a part-time, full-time, or freelance basis.
- You don’t have to worry about training, security, and other overheads because we’ll take care of that for you!
Does this sound like what your company has in mind? Bigger savings, better service? If that’s the case, talk to us! We can help give you a strong team who is capable of delivering the best service possible.