Do you want to meet the expectations of your customers?

Customer service decision-makers want to meet those expectations — at least in concept. Nearly 95% of leaders say providing a good customer experience is their top strategic priority, according to recent Forrester research. Three-quarters of them want to use customer experience as a competitive advantage.

What should be the user experience of customer service chat?

There is a written trace of the conversation; both parties can refer to it later on. People can multitask. At least on large-screen devices, people can open multiple windows and do a different activity while waiting for the chat representative to respond. One study participant summarized it well: “Chat is less personable.

What happens if you don’t have a great customer experience?

When it comes to providing a great customer experience, there is only one opinion that matters: the customer’s. Even if you think you’re doing everything right, if the customer isn’t satisfied with the service, they won’t continue to do business with you. The best way to determine if you’re meeting your customers’ expectations is to just ask them!

What should I ask my live chat agent?

This question gives your prospective live chat agent a chance to reveal a bit of their skill set, and show their knowledge of why certain skills matter in the industry. It shows what exactly they are committing to bringing to the team, and delivering to your customers. Well, I’m an excellent communicator. I’m a compassionate person.

What to ask when hiring a live chat agent?

Plus, not everyone will have previous work experience in a traditional call center or with live chat, and asking candidates this question gives them the chance to bring to light what parts of their former experience have prepped them for being a live chat agent.

Do you need to be comfortable with live chat?

Since live chat systems allow for agents to be on multiple chats at once, your candidates should be comfortable with multitasking. Fortunately, most millennials are familiar and comfortable with handling several tasks at a time.

Can you hear a customer tone over live chat?

Unlike in a traditional call center, you cannot hear a customer’s tone over live chat. What are some of the cues that you can look for over live chat to know how a customer is feeling? A big part of being a live chat agent is being able to sense a customer’s emotions.

Can you do live chat in a call center?

Live chat customer service is rapidly becoming a norm. That being said, not every company has adopted it yet. Even if your candidate has prior experience in a call center, they may never have attended to customers over live chat before.