Customer Engagement

Online Agent service and its benefits in comparison to support mediums



Excellent customer service is the top priority of any successful business today. On top of providing a quality product, it is also very important to provide customer service that provides that makes other processes easier and faster for your customer base. Online agent service plays a very important role in the procedure of providing quality service.

It is very important to use a mechanism that enables your business to provide swift communication with your customers. There are several ways through which you can directly communicate with your customer online and live chat is makes to the top of the list. Live chat eradicates the problems that can occur when having face to face conversation or verbal communication. A live chat is in a typed format which creates trust and credibility in the mind of the customer in comparison to the mediums. Similarly, in comparison to telephone support customer don’t have to go through the hassle of a bad line or similarly a foreign accent. Your ideal managed chat support agent should have an excellent command over his communication skills with good grammatical and typing skills.

Among the most important skills that a live chat agent should have are:

  • Good writing skills, so the agents effectively communicate with customers by writing and providing them precise information and solving their queries in a clear and swift manner.
  • Multi-tasking. An ideal live chat support agent should be outstanding at multi-tasking. Live chat support would require an agent to speak with multiple customers at a time, giving identical amount of time to different customers and being more productive
  • Good navigation skills is another attribute this is a must have for a live chat agent. In order to provide quick assistance to the customers, an agent should be able to maneuver quickly through the software and provide information to the customers in a timely manner.
  • Chat support agents also require to input data if the gathered information such as account numbers while communicating simultaneously with the customer. This is can lead to bad to experience if done incorrectly as it would result in wrong information and inaccurate data.

Live chat has become an important tool for effective communication for businesses. The benefits of live chat support outweigh other media of online communication. Additionally, it is also important to have representatives that have the right skills for the designation of a live chat representative to efficiently provide customer service.


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