With more customers preferring live chat for customer support over other support channels, it is becoming increasingly important to ensure that your live chat agents are adequately trained. Not only will a well-trained group of agents be able to provide better service for your customers and increase customer satisfaction, but they can also offer a number of benefits for your company, including:
So what are the ways in which you can ensure that you reap the benefits of a well-trained live chat customer support agent? Here are five crucial tips to keep in mind when training your live chat agents:
1. Ensure they have comprehensive product knowledge
Your live chat agents are your brand ambassadors – so they must have significant and up-to-date knowledge about your product. This knowledge will not only help them to solve issues or concerns that the customer has, but also to give valuable recommendations and suggestions that can be beneficial for your customers. A knowledgeable agent will also mean that issues and concerns are solved quickly and effectively, increasing customer satisfaction as well as raising their productivity.
2. Ensure that agents know and understand the live chat system or platform
Of course, your live chat agents must be thoroughly conversant with your live chat platform. Nothing is worse than going to live chat support only for the agents, not knowing how to help! Your agents should know all of the tools and features such as screen sharing or co-browsing that your live chat system is equipped with, to deliver an excellent customer experience.
3. Perform mock chats for better preparedness
Nothing is better than the real deal – but when training agents, you can’t immediately allow them to interact with customers. Pre-training “mock chats” will help your agents gain familiarity with some of the FAQs and issues that your customers face. These “mock chats” can also be used to train agents on how to cope with difficult customers and circumstances, which is where your company’s reputation is most on the line.
4. Ensure your agents have excellent writing and communication skills
The writing skills and soft skills necessary to be a successful live chat agent are higher than other forms of customer support. Some of the writing and communication tips to keep in mind while agent training includes proper spelling and grammar, the ability to identify the root of a customer’s problem quickly, and how to give clear and concise directions or instructions.
5. Have your agents display an engaging and friendly personality
Your live chat agents don’t have to be overly stiff and formal – you can encourage them to display friendly personality traits that will help them to connect with your customers. Friendly traits like humor can help to bring openness, acceptance, and appreciation from your customer, and can help to turn a negative experience into an enjoyable and interesting one.
These 5 tips aren’t an exhaustive list of how to train your customer service agents in your live chat training program.
Most importantly, make sure that you’re using a live chat software like HappyFox Chat that is easy for your agents to learn and use, giving them the ability to move faster from training to live support for you and your business! Sign up for a 14-day free trial and enjoy Unlimited Agents on all pricing plans.