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Is Live Chat Agent Performance Essential

Posted by abigaylemark in Business on May 28th, 2018

There is no reason why you should even think that the answer to this question is no, because no one who gets to the point of using the chat option will be happy with just any type of assistance they are given. Prospective customers need human interaction, which is why they look for additional assistance through chat. To be able to truly increase chat sales, you will need to do everything you can to improve live chat agent performance.

Some business managers consider hiring a coach to help train their employees and teach them how to interact with leads. Well, even though you might believe that this is the most efficient solution, you should know that this is not the case. Obviously, live chat agent performance is an indicator of just how great an employee is at his job. If he manages to convince all people that he chats with to place an order and even to order more than the prospective client initially intended, then yes, you could say their performance is amazing.

If you believe that this is too good to be true and that only in an ideal world would a live chat agent be able to achieve such skills, you should know that this is an actual possibility. The key here is to find the best way of training your agents so that they can improve their performance. It would be a good idea to look into artificial intelligence and a platform that would make it all possible without you needing to make any expensive choices regarding training coaches, ineffective courses and so on.

It would be so much better if you could rely on a platform that would be able to analyse all conversations and come up with better replies, with better strategies of interacting with your target audience. The best part about it is that the report this AI engine provides is a personalized one based on the performance of each agent. This custom approach would help your employees become so much better at their job because they are able to improve the exact areas that they have problems with.

What you must keep in mind is that live chat poses a long list on shortcomings, even if it is one of the most popular channels in which individuals benefit from customer service. Here is where you must ensure that what you say and how you say it will have a positive impact on the visitor’s behaviour. The solution that you are looking for is associated with artificial intelligence and it is meant to tell your employees what they need to do regarding their communication skills to the point where they know exactly where to use a comma to increase chat sales!

If you would like to learn more about being able to increase chat sales as well as live chat agent performance, you should consider visiting our website. Here is where you will find out more about our AI platform and the smart services that we provide to our clients. Contact us if you have any additional questions!


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