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The Guide to Becoming a Top Performing Live Chat Agent

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Chapter 8

Review Chat Histories

When accepting chats from customers for service or support issues, chances are good that you will receive requests from those who have already been to your site for one reason or another.

Reviewing customers’ previous chat histories is a great way to learn about:

  • Their past issues and experiences
  • The solutions offered in the past
  • Their past conversations with other operators or even yourself

In order to serve your customers better, if a visitor comes into the chat with a chat history, dedicate at least 30 seconds to review their past interactions so that you may bring yourself up to speed on their previous issues, concerns, commendations, etc.

Alternatively, you can ask your customer if he/she wishes you to check their chat history so that you can better assist him/her.

Chat histories are a great way of preparing yourself, and avoiding the time-consuming tasks of repeating questions and possible resolution methods.

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