How a Chat Support Agent Adds Value to Your Business

Nowadays, consumers expect businesses to provide prompt assistance to their inquiries and concerns. They often harness the power of the internet to achieve this, contacting brands via email, their website, or social media pages.

However, companies may not always be able to address customers’ needs right away, especially during off-hours. They may not have the resources to hire employees who can monitor the brand’s communications 24 hours a day, making this a common problem for most businesses, regardless of size or industry.

Fortunately, chat support is a viable option for many businesses, allowing them to provide exceptional support to customers. This makes communicating issues, troubleshooting, and answering queries much easier, without almost any wait time.

What is Chat Support?

Chat support is a convenient method that allows companies to offer customer support via live chat. This offers a more efficient way of communicating with consumers and conducting troubleshooting and fixes to their issues in real time.

Chat support can be added to different platforms, depending on the business’s needs. It can be made available through the brand’s website and social media platforms, such as Facebook, and accessible via web browser, application, or pop-up chat boxes.

What is a Live Chat Agent?

A live chat agent or chat support agent is the person responsible for communicating with consumers through a company’s chat support feature. They help businesses in solving the logistical, informational, and product-related concerns customers may have in real time, resulting in more satisfied customers and better brand recall.

Most of the time, live chat agents are outsourced from a third-party service provider. They often have the capacity to hire enough individuals to monitor the chat support channels 24/7, which is crucial when it comes to providing unparalleled customer service and obtaining consumers’ loyalty.

Responsibilities of a Chat Support Agent

Now that you know what a live chat agent is, it’s time to discuss the job description of these professionals. Chat support agents can help you in more ways than simply communicating with your customers in real time. Here are their main responsibilities:

Promptly Respond to Customers

Perhaps the most important part of the job description of live chat agents is promptly and efficiently responding to customers. They have to be attentive, understanding, and able to empathize with customers. No matter how irate customers are, chat support agents also need to stay calm and understand the reason behind the consumer’s frustration to resolve their issue more effectively.

Raise Brand Awareness

Not all customers want to raise an issue when using the chat support feature. Some of them only want to learn more about the products, services, or promotions that you offer.

This is where live chat agents come in. They can use their thorough understanding of your products and services and keep your customers informed about them. These professionals can even serve as brand experts, providing individuals with relevant information about your business and enticing them to support it.

Upsell and Cross-Sell Products

Live chat agents excel in offering personalized assistance to your customers. One way they achieve this is by understanding the person’s specific needs and identifying which of your brand’s products or services might suit them best. They seamlessly provide these suggestions as complementary items or upgrades, maximizing your revenue streams.

Document Concerns and Resolutions

Chat support agents carefully document and take note of each customer’s concerns, details of the issue, and its resolution. You can use this information to improve your company’s customer service functions, creating a much better and satisfying customer experience.

Take Proactive Measures

Aside from dealing with customer concerns and resolving their issues, one crucial part of a live chat agent’s job description is being proactive. They take proactive steps to make sure that the customers are well taken care of, the products are of the best quality, there are several convenient ways to reach out to the company, and the product is getting enough publicity. Proactiveness, combined with product knowledge, also makes it easier for chat support agents to create an FAQ page.

Seek Customer Feedback

Chat support agents are also for collecting feedback to determine if anything needs to be improved with regard to customer satisfaction. By asking customers for their feedback, live chat agents can find out the things they’re doing right, as well as the things they’re doing wrong. This allows them to optimize their process and provide a better customer experience.

Maintain Live Chat Best Practices

Chat support agents are also responsible for maintaining live chat best practices. They do this by maintaining professionalism, responsiveness, and empathy. These professionals are expected to practice clear communication, ensuring clarity and understanding for customers. Additionally, they prioritize promptness, minimizing wait times, and addressing queries efficiently.

Engage With Potential Customers

Instead of simply waiting for customers to reach out, live chat agents are also responsible for initiating conversations with potential customers, offering assistance, and guiding them through the purchasing process. Doing so allows them to foster a positive customer experience right from the start, build rapport, and instill confidence in your brand.

Outsource Your Brand’s Chat Support Services Today

Get closer to your business goals by working with chat support agents who can take care of your customers’ needs even during your company’s off-hours. These professionals have the skills and experience to ensure that your customers have a pleasant experience every time they interact with your brand. To make things easier for you, consider working with an outsourcing company for your chat support needs.

At SixEleven, we offer comprehensive chat and email support outsourcing solutions to bring your business closer to success. You can count on our team of skilled live chat agents, who are trained in empathy, professionalism, and product knowledge, to ensure seamless interactions with your customers at all times.

By providing round-the-clock support, resolving queries promptly, and offering personalized assistance, we guarantee improved customer satisfaction and increased customer loyalty for your business. Our tailored approach enables us to align with your brand’s values and objectives, delivering exceptional service that exceeds expectations.

Choose SixEleven as your outsourcing partner and elevate your customer experience. Learn more about our chat support outsourcing process by getting in touch with us today.