LiveChat for agents - overview

As a LiveChat agent, it is important to know how to use the LiveChat application effectively to provide excellent customer service. First, login to the Helvia LiveChat application and familiarize yourself with the interface. From there you can:

  1. Respond to chats: When a chat comes in, you will receive a notification. Click on the chat to open it and start typing your response. Be sure to greet the customer and introduce yourself.

  2. Use canned responses: If you find yourself typing the same responses repeatedly, use canned responses. Canned responses are pre-written messages that you can use to respond to common questions.

  3. Transfer chats: If you are unable to resolve a customer’s issue, you can transfer the chat to another agent or department. Be sure to explain why you are transferring the chat and provide any relevant information.

  4. End chats: When the chat is over, end the chat by thanking the customer for their time and offering any additional assistance if needed.

  5. Take notes: Take notes during the chat to keep track of the customer’s issue and any actions taken. This will help you provide better service in the future.

  6. Follow up: If you promised to follow up with the customer, be sure to do so in a timely manner. This will show the customer that you value their business and are committed to resolving their issue.

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