Basic live chat service rules that the operators should know Live chat support is a fast and reliable channel only if the operators dealing with it are competent and smart. For live chat operators, it is very crucial that they follow certain rules and regulations. This article includes a few basic rules that every operator should know: Being an operator, you are at the controlling side of the customer service of any organization. No matter how well planned the strategy of your organization is, if you don’t execute it well, it will all go in vain. Since you have to directly interact with the customers, your job is very delicate - a small mistake can lead to a loss of a customers. Because customers are the reason for the success of any business, their importance for an organization is of course great. Having to deal with them means that you are supposed to keep the engine of your company running by satisfying the customers. How happy the customers are from a company, depends how well you treat the customers. Live chat support is a highly effective medium of customer communication; it is fast reliable and makes communication remarkably easy. But here are some ground rules that you need to follow in order to make live chat effective. Here are some basic rules of live chat that all the operators need to know: You need to be fast and alert Customers expect more from live chat support than any other channel of customer service. They want the service to be fast and highly reliable. It has been revealed through various research surveys that a majority of customers will leave if you do not respond within a minute of customer asking the question. So it is very important that you are quick and ready all the time. Update you status when off the seat Many operators forget to update their status to ‘away’ when they are off the seat. Never do that! It is better to be offline than to make the customer wait. Waiting and being put on hold will agitate the customers and make them turn away from you. So, make sure that you go offline when you are off your seat. Never stay away for very long Although it is ok to take a break once in a while during the duty, but taking a long break is absolutely not advisable. The job of a live chat operator is difficult, but it is also very crucial. Be always there when the customers need you. Yes, it is ok to be away for some time but make sure your break is no longer than 15 or 30 minutes.
Never stop learning How will you help the customers if you yourself are not competent enough? Being an operator it is your duty to keep on making additions to your knowledge. You should be well aware about the product and service description of your company. Other than that, you should keep on learning more and more about new methods and techniques, for dealing with different types of customers. Apart from what your company teaches, you should do some research of your own and study various techniques used in the world of live chat service. Because you have to deal with the fuel of your company - the customers, you have a lot of burden on your shoulders. In order to provide good service and to make live chat support an effective medium, you need to abide by the above mentioned basic rules.