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Chat-Only Agent

What is a chat-only agent?

A chat- only agent is a customer service representative that handles customer queries and issues only over live chat software, and not over calls or emails. The agent’s responsibilities can be configured within the live chat software.

What benefits do you get from chat-only agents?

Here are three major benefits that chat-only agents bring to the table:

1. Simultaneous conversations

Chat-only agents are not limited to handling just one customer conversation at a time like agents who provide customer support over phone calls.

Using live chat, they can have simultaneous conversations with multiple customers, handling as many conversations as they are comfortable with at a time. This allows them to serve more customers and handle more queries than a regular agent could over a phone call.

2. Eliminates hold time

Since live chat allows chat-only agents to handle multiple conversations simultaneously, customers would not have to wait on hold as they would on a phone call. This helps reduce customer frustration and increase customer satisfaction.

3. Seamless experience

Phone interactions may be intimidating to some customers. Sending an email causes them to wonder when they’ll receive a reply. Live chat creates a quicker, seamless experience for them.

If your organization deploys a chatbot to answer customer queries, the bot would usually be able to answer around 80% of the customer queries. But if there is a complex query that an agent needs to handle and you ask your customer to send an email or call your support team, you’re disrupting the customer experience. With live chat, you can just transfer the conversation from the bot to a chat-only agent seamlessly over the same platform, creating a better customer experience.

How to improve the productivity of chat-only agents?

Here are some ways for you to increase the productivity of your chat-only agents:

1. Routing

If your customers have to converse with multiple agents before they reach one that can help them, you’re wasting their time as well as the time of all the other agents who conversed with them. You need to be able to route customer queries directly to agents who are in a position to handle and resolve them. You can use contextual routing to derive context from the query and assign it to the right agent.

2. Message templates

A lot of responses that your chat-only agents have to send are repetitive in nature. They do not need to type them out every single time.

Allow them to use pre-saved message templates that only need to be mildly personalized before being sent.

3. Post chat surveys

Collect feedback from customers after the live chat interaction is completed. This can be automated with post-chat surveys on Engati and can be used to improve your agents’ interactions.

4. Training

Train your agents continuously to reduce their dependence on other team members and, to some extent, even on your tech team.

5. Agent analytics

Track metrics around agent performance and use them to find areas for improvement. You could even use them to identify and reward your top performers, thus incentivizing your entire team.

Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

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Chat-Only Agent

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What is a chat-only agent?

A chat- only agent is a customer service representative that handles customer queries and issues only over live chat software, and not over calls or emails. The agent’s responsibilities can be configured within the live chat software.

What benefits do you get from chat-only agents?

Here are three major benefits that chat-only agents bring to the table:

1. Simultaneous conversations

Chat-only agents are not limited to handling just one customer conversation at a time like agents who provide customer support over phone calls.

Using live chat, they can have simultaneous conversations with multiple customers, handling as many conversations as they are comfortable with at a time. This allows them to serve more customers and handle more queries than a regular agent could over a phone call.

2. Eliminates hold time

Since live chat allows chat-only agents to handle multiple conversations simultaneously, customers would not have to wait on hold as they would on a phone call. This helps reduce customer frustration and increase customer satisfaction.

3. Seamless experience

Phone interactions may be intimidating to some customers. Sending an email causes them to wonder when they’ll receive a reply. Live chat creates a quicker, seamless experience for them.

If your organization deploys a chatbot to answer customer queries, the bot would usually be able to answer around 80% of the customer queries. But if there is a complex query that an agent needs to handle and you ask your customer to send an email or call your support team, you’re disrupting the customer experience. With live chat, you can just transfer the conversation from the bot to a chat-only agent seamlessly over the same platform, creating a better customer experience.

How to improve the productivity of chat-only agents?

Here are some ways for you to increase the productivity of your chat-only agents:

1. Routing

If your customers have to converse with multiple agents before they reach one that can help them, you’re wasting their time as well as the time of all the other agents who conversed with them. You need to be able to route customer queries directly to agents who are in a position to handle and resolve them. You can use contextual routing to derive context from the query and assign it to the right agent.

2. Message templates

A lot of responses that your chat-only agents have to send are repetitive in nature. They do not need to type them out every single time.

Allow them to use pre-saved message templates that only need to be mildly personalized before being sent.

3. Post chat surveys

Collect feedback from customers after the live chat interaction is completed. This can be automated with post-chat surveys on Engati and can be used to improve your agents’ interactions.

4. Training

Train your agents continuously to reduce their dependence on other team members and, to some extent, even on your tech team.

5. Agent analytics

Track metrics around agent performance and use them to find areas for improvement. You could even use them to identify and reward your top performers, thus incentivizing your entire team.

Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

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