Professional live chat support is vitally an important part of any serious business. A single angry customer shares poor experience with live chat support on an average with sixteen people, states GrooveHQ, and this is exactly what you want to avoid.
Well-trained, reliable chat operators don’t only increase the support efficiency and provide thorough information, but they also communicate in an engaging way that keeps the customers happy. This is why it’s crucial for you to plan the live chat training in details.
To help you out in building the perfect live chat training, in this article, we are bringing you some of the essential elements you should cover when training your employees to provide the best results.
#1 Business Education
A well-planned training should start with thorough business education. Before developing operators’ technical and communication skills, you should pay attention to their knowledge about your business. Until they truly understand your products and services, they would face a hard time assisting your customers. Conduct as many mocks you can and let them hit the floor after you get an impression that they ready to address customer concerns in real-time, without minimal assistance. On top of that, you can also think about integrating your live chat support with your business knowledge base for eliminating gaps that might be left after training Top 4 Problems Related to Contact Centers Outsourcing and their Solutions.
#2 Tool Training
If your live chat agents are not familiar with the software they are going to use, their efficiency is sure to hit an all-time low. Without appropriate tool training, they are most likely to face problems in addressing basic customer issues; forget about multi-tasking or streamlining the customer support. This is where the importance of training lies.
Before the agents start to assist confused customers, you should make sure to solve their own doubts. You should thoroughly guide them through every feature of the chosen platform and then test their skills to see if they’ve understood how the whole system works.
Some of the features that every good live chat software offers are:
- canned messages,
- knowledge base access,
- proactive chat support,
- department transfers, etc.
If you don’t let your agents learn about these features and use them proactively, they may get stuck in the process of helping the customers, which is something that you definitely don’t need. The most important aspect of this part of training is not only to give your support stuff the theoretical knowledge but also a chance to see how the tool looks from the customer’s perspective.
#3 Adequate Communication
Even though it is an efficient support solution itself, good live chat software also requires an experienced operator who will know how to approach customers and interact with them professionally. Like phone operators, live chat agents are also supposed to be pleasant and informative, show patience, and use proper grammar and adequate vocabulary. No customer will trust an agent whose spelling is disastrous or who addresses them carelessly.
Apart from respecting the basic norms of professional communication, you should train your support staff to provide as specific, as concise answers as possible. Nobody wants to read an essay if they can get the required information in a couple of words. The operators should be trained to keep their messages to the point and not to overwhelm the customers with long yet incomprehensible answers.
#4 Role Play
Before your agents start assisting customers, you must make sure that they are comfortable doing so without any hiccups. Now, your target is to identify the areas that require improvement before taking a corrective action. So, how do you get started? Conduct a role play. By role-playing, you will be able to check:
- If the training has taught your operators how they should interact with the customers,
- How efficiently they use the resources available to help out the customers.
How does that work?
Set up a real-time environment to test the waters first. All you have to do is let your operators think you’re just another website visitor. Don’t hesitate to test their patience a bit, to see how they react. This way, you can check how skilled they are by asking questions that will require them to show their knowledge both about your business and basic chat options, such as sending links, documents, and canned messages.
How to Increase Support Operators Efficiency by Training Them?
The biggest mistake that you can make when it comes to training your live chat operators is to think it’s a one-time process. Apart from providing them with thorough and complex training when they start to work, you should also work on improving their skills continuously, by evaluating their work every once in a while. Only then you can expect the efficiency increase.
Monitor the way they work, and let them know as soon as you realize there is something they should change, no matter whether it’s related to communication, technical skills, or the way they solve the customer’s issues.