A chat support agent is responsible for responding to customer questions and managing any issues or problems that arise. They also act as the interface between human customers and automated systems.
A chat agent helps businesses by providing them with access to an easy-to-use service that allows customers to get their questions answered quickly and efficiently. This frees up employees’ time so they can focus on other tasks, such as sales and marketing functions.
LiveAgent is a chat support provider that helps businesses grow through the use of chat agents, and we’re going to be doing a quick software review on them.
How does LiveAgent work?
Whenever you’re trying to improve your sales, it’s important to be constantly on the lookout for new opportunities to reach customers – and one of the most basic but effective ways is by proactively engaging them. Here are a few examples of how LiveAgent has implemented proactive engagement:
LiveAgent uses multi-channel communication, which means that the software can be used for live chat, emails and for SMS text messages. This way, customers have the option of replying through whichever channel they prefer and when they’re most comfortable with.
For example, if a customer is using a computer while they’re browsing your website and they have a question, they can start by sending you an email. If they want to continue the conversation, they can log into LiveAgent on another device or just click on the ‘chat’ icon in the bottom right-hand corner of your website.
They don’t have to abandon their browser in order to reply since you’ve provided them with so many options when it comes to live chat for your website.
This flexibility carries over into how LiveAgent works with other apps. You can choose which applications will trigger notifications – for example, if you want your customers to get notified when there are new products in stock on your site, you can set that up within LiveAgent.
Why choose live chat?
Instant live chat is currently a big buzz topic in the customer service industry. More and more consumers are demanding it – and with good reason, too. Live chat is a great way to solve problems quickly and in real-time without having to wait on hold or fill out long forms.
The best part is that it’s not just about answering basic questions – it can also be used for so much more. However, before you start with LiveAgent, ask yourself the following questions:
- Do you have an expert team in place that understands what you need from your customer service program?
- Do you have a system set up for monitoring and tracking chats?
- Are you ready to invest in training for your agents?
- Have you put in place the procedures for handling escalations if you have multiple teams working together?
- How will you know how well your new program is working?
- How long will it take to see results?
- Are you prepared for the possibility that you’ll start off small and grow over time or maybe not hit your goals right away?
If all of these seem a bit overwhelming and you don’t really know how to answer them, you’re in luck, as this is where Greechat comes in.
How Greechat can help
Greechat is a professional website monitoring service that provides 24/7 coverage of your site by our professional sales agents. They’re trained to understand your website and services, so they’ll know exactly what to look for.
Your account manager will provide regular performance reports and offer valuable business insights to help you manage the efficiency of your website so that your business can concentrate on maximising what’s working and improving what isn’t.
Think about it – if you’re running a business, is there anything more important than the health of your website? You want to make sure everything’s working as it should so that you can drive customers to your site, capture leads and make sure that your visitors are getting the information they need.
In the event that you plan on managing live chat yourself, internal resourcing is one of the first things you’ll need to take care of. There are several things you’ll need to decide, such as coverage hours, tech support, setup and regular maintenance.
When implementing your live chat program, resources from other departments may be required, or new tasks may be added. Having insufficient expertise and resources could cause your software to be monitored inefficiently or incompletely.
It takes a lot of time and attention to keep it running smoothly, especially if you’re doing it yourself. That’s where we come in. We make sure that every part of your site is being monitored so that you can focus on other things: growing your business, creating new content, writing blog posts – whatever needs doing.
When you choose to outsource your live chat needs to Greechat, you open the door for you and your employees to make the most of your time at work while ensuring that your potential clients get the help they need as soon as they need it.
So come and get in contact with us today.