实时会话代理是谁？
Live chat agents are employees that answer customer questions and queries through live chat. Live Chat is a function of help desk software. It is used in a lot of businesses to provide real-time answers to customer inquiries.
If you would like to learn more about how to improve your live chat support and customer satisfaction, read LiveAgent – Help desk software.
他们需要具备什么技巧？
Agents have to be efficient with computers, be quick to respond, and have to have knowledge of any computer software used by your business, as well as your company’s products or services. Agents should strive to be helpful, communicate professionally, and close live chat sessions with customers politely.
In addition to all the above-mentioned skills, agents have to be able to multitask. Answering customer queries via live chat requires customer representatives to answer the customer promptly while looking up further information about the customer. Therefore, they can quickly research the customer’s issue, and then present a solution in a timely manner.
实时会话代理需要多快回复顾客？
An agent is expected to respond to customer queries in under three minutes after they become an assignee to that ticket. However, the expected response time varies from industry to industry. Therefore, it’s important to look up industry benchmarks when setting response time expectations for your agents. You can set the response time in customer service software, such as LiveAgent.
If you would like to learn more, read LiveAgent – customer service software.
提升实时会话代理效率的其它诀窍
实时会话代理经常回复其它渠道的顾客询问。例如社交媒体和邮件。以下是提升日常工作流程和提高代理工作效率的建议。
1. 实时会话代理的打字测试
Live chat typing test is a great tool to test how effective is your customer service/support team. LiveAgent provides this test for free. As a result, you can improve your live chat agents’ skills as well as CX. Here is a free live chat typing test.
2. 顾客服务软件
A customer service system is a useful tool for any company dealing with customer inquiries across multiple channels. Furthermore, it allows your team to deal with customers effectively. No need to switch between interfaces anymore. Simply answer all customer inquiries from one Universal inbox.
顾客服务软件的益处
- Increased profit
- Loyal customers
- Efficient live chat support workflow
顾客服务软件旨在提升实时会话支持：
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3. 顾客门户
拥有含有常见问题的、指南文章和视频的顾客门户，无需额外费用，您就可以提供全天候的顾客支持。另外，您的顾客服务能够指导顾客浏览这些信息丰富的文章，从而高效地提供信息。另一益处是，实时会话代理可以专注于重要的顾客询问，信息性问题则可以通过网站回答。
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Frequently asked questions
实时会话代理是谁？
实时会话代理是顾客服务团队的员工，通过实时会话回复顾客的问题。这也是支持软件的功能之一，为顾客提供实时回复。
实时会话代理的工作是什么？
实时会话代理的主要职责是帮助顾客。实时会话代理需要高效使用电脑并快速满足顾客的需求。他们必须具备企业产品和服务的相关知识，还需要具有高超的沟通技巧，在顾客需要时为他们提供帮助，例如在购买产品或产品服务时。另外，代理还不要从事多项工作。
实时会话代理不可以做什么？
实时会话代理不需要从事实时会话技术能力以外的工作，或他们没被授权或受限的工作，例如法律工作。
Expert note
实时会话代理是指通过实时聊天为客户提供解答和支持的员工。他们需要高效、及时地回复顾客，并具备相关的产品和服务知识以及沟通技巧。
