Have you ever tried making a big (or small) purchase, only to find out upon getting the product that you actually don’t know how to make use of the product properly? Moments like these often cause overwhelming frustration among the customers.
It is during these moments of frustration that customers decide to either: a.) throw away the product or if they still have the patience or need the product so much, b.) they’ll chat customer support. We can definitely empathize with the customer because at one point in our lives, we’ve all probably experienced making a bad purchase that is followed by deep regret, too. But what does it mean to be on the other side of the coin?
What is a chat support agent? And what do they do exactly?
Respond to Queries and Update Customer Profile
This is perhaps a chat support agent’s most popular function. It is their responsibility to provide answers to questions and respond to complaints. Since customer support is done through chat, they should ensure that customers get their answers quickly and clearly.
Aside from shedding light on matters customers find confusing, it is also a customer support agent’s job to keep the customers’ records updated. This includes opening customers’ accounts and encoding the necessary information to ensure that the customer database stays up to date.
Build Customer Relationship
It’s not enough to just answer questions and attempt to make an enraged customer relax; of course, building a relationship with them is also necessary. It is part of a customer support agent’s job to identify and assess what their customers need. Of course, needless to say, it is also part of their job to provide customer satisfaction as much as possible.
Of course, customer support is another form of marketing which aims to generate sales. While agents do not use direct marketing during calls, they are encouraged to help customers make purchasing decisions and introduce them to the latest products and services.
These are just three major job functions of chat support agents. There is more to being a chat support agent than just answering questions, keeping records updated and generating sales. Empathy, patience, and brand awareness are very important for this job.
As a chat support agent, you have to be keen on identifying what your customers want. The key to being a good chat support agent is being sensitive to your customers’ needs and exerting genuine effort as a representative of the brand to provide those needs.