Things you need to watch out while providing live chat support

by Noe Legaspi LiveAdmins JLT - Live Chat Support, Making Website

As compared to other modes of customer service, live chat is indeed the most convenient. But this amazing channel requires constant check and analysis. You must keep on monitoring the performance of your operators and the keep a check on your chat history and various customer metrics.

Live chat support is undoubtedly the most convenient mode of customer communication. It is fast, reliable and seamless, allowing customers to get in touch with you instantly. However, the medium requires a constant check and analysis and there are many things that you need to keep a check on, if you want the medium to be successful. You cannot just leave the medium unchecked believing that it will magically solve all your problems. You would have to keep on working on your live chat support service, seeking ways to make it better and employing strategies to improve it. Here are some things that you constantly need to monitor for quality assurance:

The language and attitude of your operators

You might provide your operators with the best training and teach them all the essential language skills. If you do not keep a check on their language, they will derail from their paths. It is very essential that your operators deal each and every customer with a positive attitude and behave well with them. Your operators must refrain from using a casual tone with a customer or any kind of foul language. In order to keep a check on the kind of language your agents are using and whatever their attitude is, you must monitor your live chat support chats.

The product knowledge of the operators

Your operators can not help your customers effectively, if they do not have a good knowledge regarding your products and services. Other than being fast, customers demand that you solve their queries and deal with their issues. When your operators are incompetent, they would fail in providing quality performance and customer convenience. You must keep on checking the product knowledge of your operators and continuously test their skills.

First contact resolution rate

Your FCR rate determines the state of your live chat support service. The higher your FCR rates, the happier your customers will be with you. To attain high FCR rates, you must put in a lot of effort. You must check whether your operators are taking all the effective measures to resolve customers' issues and the steps, which are being taken for dealing with different kinds of customer queries.

The average response time

Other than FCR rates, an important metric that also determines the success of your customer service is the average response time of your operators. The lesser the average response time, the greater will be the customer satisfaction rate. Since time is of a great essence in live chat support software, it is crucial that your operators are quick in responding. On an average, an operator must answer within a minute of customer asking a question. Any response after that will result in the customer leaving the chat frustrated. Therefore you must constantly monitor the response time of your operators.

In order to excel in your live chat support service, you must keep a check on the performance of your operators for assuring excellent quality.