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When chat agents are familiar with the “tool” they are utilizing when assisting customers, they perform tasks with a high level of confidence.Here are a few ways to make sure chat agents are platform experts.Utilize your live chat platform’s ability to create canned messages for the greeting, acknowledgement, empathy, apology, pause, satisfaction and closing statements.
The customer is depending upon your agents to possess product or service knowledge and have the ability to deliver the information in a quick yet pleasant manner.
Begin the chat with a hearty greeting such as: It’s important to exercise good listening skills although chat agents listen by reading the customer’s chat input.
Allow the customer to complete their thought before interjecting.
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