3. Live Chat Scripts
Live chat scripts are a great way to improve efficiency as the agent can simply choose from a selection of scripts in the agent console without needing to type out a whole message. These are also known as “canned messages” and can also help to keep a check on quality control too. This can create consistency for example, by adding scripts that discuss product features without missing any key details, or for giving complete step-by-step instructions on how to reset a password along with the right links.
It’s important for you to acknowledge how important scripts or canned messages can be in increasing quality and saving time. You can also give your agents the chance to think creatively about how they can develop scripts that work well for them too, which they can store as personal canned messages or share with the rest of the team. We have provided you with 101 ready-to-use live chat scripts.
4. Live Chat Features
With the latest live chat technology, there are many features your agents can use to improve the customer experience, as well as improve agent efficiency. For example, a customer
might be having difficulty finding a product. The agent could suggest co-browsing, allowing them to see the same browser screen that the customer’s sees and to interact with it such that they can personally guide the customer to the product they’re looking for. This provides a great customer experience, as well as helping to speed up the interaction and find a faster resolution to the problem.
As discussed in the point above, canned messages improve chat efficiency by a quick search and click instead of repeatedly typing out common messages. It can also enhance professionalism by preventing typos and spelling errors during chat.
Similarly, a live chat platform that utilizes AI can also help improve your agents’ efficiency. Agent Assist is an AI-powered virtual assistant which reads live chat conversations in real- time and suggests answers to your agents from your knowledge base, canned messages, and chatbot intents. Your agent can then select a suggested answer with a click of the mouse, allowing them to respond to customer queries more quickly, accurately and confidently.
Sometimes your agent won’t know the answer to a question. This happens in every organization and is unavoidable. It’s how you respond to this situation that will make you stand apart. When your agent isn’t sure of the appropriate answer, they can flag the question. You can then easily see what question was asked, and particularly if it is being asked repeatedly, you are able to write an answer to it and upload it to your Knowledge Base. When a customer ever asks this question again, this answer will pop up for the agent to click and send.
When used correctly, these features can make a huge difference in customer satisfaction and speed of resolution. However, you need to make sure that your agents know how to use these features and in which circumstances. For example, although video chat may be helpful in certain circumstances, it could cause more problems than it solves in others.
Find out more about intelligent live chat features that will improve your agent and customer experiences in Chapter 5 – Take Your Team to the Next Level.