Did you know outsourced end-user support ensures top-quality and efficient customer service to existing & potential customers?

Furthermore, with more customers preferring Live chat to seek additional support or answers to their queries, Live chat mistakes can cost any business its reputation.  Here, we list the top live chat customer service errors and offer solutions:

Lack of Immediate Response

Time is of the essence in today’s competitive world. Hence, a lack of response from the Live chat customer agents may frustrate the website visitors. In this scenario, it may even push potential customers toward waiting competitors.

If the response time of the outsourced Live chat agents exceeds 46 seconds, it is time to find a solution. One way around this issue would be to talk to the outsourced end user support channel provider and consider increasing the number of agents on the Live chat team.

Alternatively, businesses can consider increasing the number of agents during peak hours.

Failure to Manage Support Tickets

Late responses, lost support tickets, or incorrect information by the Live chat agents can make businesses appear mismanaged and scattered. Fortunately, this can be avoided by using appropriate CRM software.

This encourages real-time customer data syncing and makes it easier for the end-support agents to handle tickets.

Making Customers Repeat Their Problems

Customers are often frustrated when they are asked to repeat their issues to multiple agents. This is a waste of time for both parties. Additionally, it doesn’t put the Live chat agents or the business in a positive light.

Rather than making customers repeat themselves, the outsourced Live chat agents have to listen closely during the conversation.

Outsourced end user support agents should be skilled in handling customer conversations and be able to pick up exactly where they left off with stored chat history. Furthermore, this skill is essential when handling multiple website visitors simultaneously.

Stored chat history enables agents to converse with the website visitors seamlessly, via multiple channels.

Offering Unhelpful Recommendations

Nothing can be more frustrating than conversing with a live chat agent while trying to get to the bottom of a problem with the service or product they are offering.

Fortunately, this can be avoided by encouraging the Live chat agents to be well-versed in the subject on hand. Additionally, pre-written scripts can also prevent pushing unhelpful recommendations to potential customers.

Not Matching the Customer’s Tone

Live Chat agents unable to decipher the customers’ tone can be a big deal breaker when it comes to customer service. For instance, if a customer is angry, the Live chat agent has to be able to have a conversation that takes the customer’s tone into consideration.

Outsourcing to a company like that Bobcares, which has Live chat agents who can analyze customer emotions and take the conversation forward seamlessly is a smart move.

No Follow-up

One of the commonly seen mistakes by Live chat agents is not following up with customers about the chat experience quality. Instant feedback via follow-up surveys enables the Live chat agents to work on their skills. A follow-up in the instance of a low feedback score lets outsourced end user support agents know where they went wrong.

To conclude, hiring one of the top help desk outsourcing companies is a great way to avoid the above commonly seen mistakes. Additionally, it leads to better sales figures in the long run.