Live chat operators are customer service agents who assist a company’s Internet clients. Therefore, they must be able to type a large number of words each minute and have extensive company knowledge. Some companies may even require them to sell products to the clients that they are assisting. If you want to become a professional live chat operator, then working on the following skills and personality characteristics will help you.
Practice Your Fast Typing Skills
You must be able to type fast at around 80 words per minute. If your typing skill lacks speed, then practice. A few websites offer free testing and practice paragraphs along with tips to increase your speed. Avoid using the copy and paste feature when you’re chatting with a customer as customized responses are always best. They make a customer feel valued.
Study the Product or Service
Once you become a live chat operator, you’ll be the first point of contact for many of the company’s customers. Keep in mind that people who click on the chat button will likely have a specific question that requires a knowledgeable answer. You’ll need to deliver the answer quickly, so make sure that your company knowledge includes details about new products. Also, customers may ask you about a product’s technical aspects as well as information about the company’s return and refund policies. Therefore, be prepared to learn more about a product or service than you ever have before.
Review Your Language Skills
Your language skills will need to meet or exceed the typical industry standards. To practice, consider asking a family member or friend for help. They can ask you general questions, and you can type the answers quickly to confirm your grammar and language skills in a typed text. Also, check your answers for punctuations and spelling errors. Keep in mind that you may need these skills for different languages if the company offers bilingual service.
Consider Your Ability to Sell
Prepare to sell products to the clients that you’re chatting with during live discussions. If you’re uncomfortable selling, then you can look for positions that don’t require it, but you may be better off finding employment in another field. Most of today’s customers expect agents to attempt to sell them a more advanced product, a better deal or an additional service. However, if a customer refuses the offer, then make sure that you’ve given them the proper answer to their question and end the chat.
Develop Your Customer Service Skills
When customers have a positive experience with a live chat agent, it is likely that they may become a repeat customers. Also, positive experiences usually result in recommendations. During a customer interaction, present a professional tone and provide concise answers. Successful agents frequently develop their customer service skills by reading material that focuses on positive customer service practices.
Job Benefits
Even if you’re not a business owner (and not planning to be one in the near future) Many companies that employ live chat professional operators offer flexible schedules. Therefore, you may have the opportunity to accept the position as a second job and work as an sales operator during unusual hours to supplement your income. If you’re good at it, you might ask to work for a commission based salary and enjoy it’s benefits. In addition, you’ll be working with people at a distance, so you may be more comfortable with the line of work.
Neran Ashkenazi, Helponclick.com owner and CEO, blogs about products and people that make a business flourish.
Marty Huggins
