Live Chat Specialist - REMOTE
A chat support agent connects with customers through instant messaging on a business?s website or mobile app. The online chat representative may provide technical support, resolve customer service inquiries, or offer additional forms of real-time problem-solving. Chat support has become a standard customer service channel for businesses selling products or services online. The instant messaging platforms and chat support agents help customers solve logistical, informational, or product-related questions without the lag-time of an email conversation.
Chat support agents typically work within a customer service platform or chat software that integrates with a business?s customer relationship management (CRM) system. Customers can access chat support agents at any time through a web browser or in-app, using a pop-up chatbox.
Responsibilities include:
Becoming a brand or product expert.
Chat support agents should have a thorough understanding of both the brand and the products. By cultivating in-depth knowledge, they can provide customers with reliable support throughout the purchasing process or troubleshoot any issues that arise.
Maintaining live chat best practices.
Live chat best practices include clear, correct writing and professional language. In addition, they involve responding to every customer query, making sure customers feel valued, and following up with customers post-chat.
Providing pre- and post-sales support.
Customers generally feel more confident in making a purchase when they can contact a chat support agent. With this in mind, chat support agents should carefully answer customer questions, provide clear and transparent details on the products, and patiently guide customers through the purchasing process.
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