Help and support

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Making the most of your online time

by Jacob Firuta

To make your LiveChat successful, you have to be ready to help your clients when they need it. You don’t even have to be online all the time. There are a couple of ways you can get more out of your online time and handle more inquiries.

Using multiple applications

Get a mobile application to complement your desktop or web app use. Using this kind of combo, you will be able to continue chatting with customers when you need to walk away from your desk.

We have a number of mobile applications available for iPhone, iPad and Android. Check them out!

Turning LiveChat into a habit

Keep LiveChat working in the background while you attend to your daily activities. When you receive a chat, go back to chatting for a short while. This way, you will get your usual job done and attend to chats from visitors at the same time.

Small businesses without a dedicated LiveChat team will find this way of handling chats particularly useful.

Creating a dedicated LiveChat team

Bigger companies that get a lot of inquiries via chat every day need a dedicated LiveChat agents to provide quality service. There are a couple types of such teams:

  • Sales team, responsible for gaining new customers through chat
  • Support team, answering questions and resolving support cases
  • Customer support team, which combines both support and sales

A dedicated agent can handle more inquiries than a person who chats only part-time. Additionally, the same level of expertise will be applied to all cases, which makes measuring your support’s effectiveness easier.

Even one dedicated agent can make a difference. If you receive a considerable amount of chats every day, consider hiring a dedicated customer service rep.

9 to 5 or 24/7

Ideally, you want to offer support which is easily available at any time of day and night. Although not always possible, you can try to make the most of your online time.

If you need help staffing your chat department, you may want to take a look at our experts page. These experts can supply you with trained support staff.

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