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 properly 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 provide a number of benefits for your company including:
- Increased sales conversions
- Increased customer loyalty
- Reduce customer support costs
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:
- Ensure they have comprehensive product knowledge
Your live chat agents are your brand ambassadors – so it’s important that they have significant and up-to-date knowledge about your product. This 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.
- Ensure that agents know and understand the live chat system or platform
Of course, it’s critical that your live chat agents are completely conversant with your live chat platform. Nothing is worse than going to live chat customer 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 provide the best responses to your customers.
- 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 common questions 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 reputation is most on the line.
- Ensure your agents have good writing and communication skills
The writing and communication 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 when training agents including proper spelling and grammar, the ability to quickly identify the root of a customer’s problem, and how to give clear and concise directions or instructions.
- 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.
Most importantly, make sure that you’re using a live chat system 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!
These are five tips aren’t an exhaustive list of how to train your live chat agents. Do you have a suggestion that you think every live chat training program should include? Tell us in the comments section below!