A quick online search for live chat solutions reveals a myriad of available options. They all have and share a lot of great, useful features to help you achieve your goals. Essentially, these widgets are largely non-autonomous. How well they work depends heavily on each individual chat operator who has been entrusted with working with the mouse and keyboard. So, what personal characteristics should a chat operator have, you may wonder? Well, you’re about to find out, keep reading!
A live chat operator is a key part of your organization. They often serve as the first point of contact for multiple existing and potential customers. Therefore, they should be able to serve both groups well.
As an entrepreneur, you may want to add chat operators to your team to support customers or manage your growing online community. If that’s the case, you can use this post as a kind of checklist that you can go through while conducting interviews with potential candidates.
So what are the duties and responsibilities of a chat operator? And importantly, what can a chat operator do to greatly serve the people on the other side of the line? How can he create an excellent user experience and/or build lasting relationships and/or help the local community grow?
What Does A Live Chat Operator Do?
As a live chat operator, your job is to help other people through an online chat system. In this role, you manage the communication process to understand what you are being contacted about, help isolate and solve problems, and respond to requests for products or services. Live chat operators often work in the role of customer service, but this may vary by company. Depending on the industry, you can also offer medical advice, counseling, research services, or various other types of help. You can do tasks that focus solely on live chat from a call center, office, or home.
The Importance of Chat Operators
Regardless, the role of the chat operator is very important. He represents your company. He is the first point of contact for your visitors. And it is always much easier to get in touch with a chat operator than with a call agent or via e-mail. The response time of the live chat remains with an average of 2 minutes and 40 seconds and the fastest response – 7 seconds!
Live Chat is the most convenient, fast, and efficient way that is gaining in popularity all the time. It’s the channel that Comm100 says customers are most satisfied with, and your customers expect the chat button to be on your website, so make sure it’s there when they need it.
Okay, this is my breakdown of the characteristics and attributes a major chat operator should display. The person providing customer support or dealing with your online community needs to keep an eye on the brand image while chatting with people, and they also need to work on building long-term relationships with existing customers who are seeking help.
Furthermore, the agent must have a good command of the language to communicate efficiently and be resistant to complaints, while offering actionable solutions.