RealTalkAJ

I’ll be explaining what a live chat assistant is.

What is a live chat assistant?

A live chat assistant is an agent that helps the customers of a company with instant communication technology.

How is live chat beneficial?

Instant communication’s possible with live chat.

This allows customers to be served much quicker than if they were having to interact on schedule.

It’s most commonly put on websites but it can be done anywhere.

When you speak to a customer service rep they’ll be able to fix any issue you may have in real time.

That instant access is incredibly valuable in a world that’s based around instant gratification.

How do you train for chat support?

According to thinkhuman.org they say there’s 8 things you can do to actively train for chat support.

The list goes:

• Beating tricky spelling and grammar problems.
• Structuring responses.
• Checking understanding.
• The dangers of assumption.
• Using page navigation in chat.
• Checking the customer’s knowledge level.
• Breaking down the complex to the simple.
• Using structure to help people understand

All of those are great steps you can take to be a better agent but it’s more important to know what you’re doing it for.

Training as a chat agent only makes your experience with putting out social fires easier.

It could be stressful to have a conversation with someone and not coming to an agreement.

There’s so many directions things could go depending on if you’re meeting the customer’s needs.

You could end up dealing with someone that’s upset and you might be the bridge to help them get what they need done finished.

It’s problem solving at its finest because they’re coming to you seeking assistance.

And it’s your job to be knowledgeable or at least resourceful enough to get the answers they need.

Because there’s virtually a limitless amount of problems someone could experience it benefits you to be able predict your response to an issue.

You’re really exercising your ability to listen well, identify the problem, suggest the steps to troubleshoot and walk the customer through the process.

Then again it might not even go that far.

You might just answer a simple question and move on to the next.

The problem’s a variable and after you apply what you’re taught to that specific customer’s issue you’ll eventually figure things out.