How To Change Language To Your Pc In Window 8.1 Should You Really Be Handling Multiple Chats?

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Should You Really Be Handling Multiple Chats?

It is hard to imagine any modern business operating without live support software on its website. Chat software has the advantage of providing instant gratification to customers, as it facilitates a real-time dialogue between the company and themselves to reach a solution quickly.

But, it is a synchronous type of communication channel; meaning it only works when the client and the chat agent are available together. This poses a limitation because if the visitor has a question, but there is no agent available to answer, there is a friction between expectations and reality.

Your agents may face regular situations where multiple customers request support at once. This often results in customers waiting a long time before someone responds or not receiving a response at all.

The end result is a damaged reputation of your brand and the loss of potential sales opportunities.

Managing multiple chats simultaneously is a necessary evil. It can do wonders for your business if handled properly, but can ruin your reputation if handled poorly.

Thus, it is important to understand the mechanics of managing multiple chats simultaneously.

Multitasking in general

Most people often misunderstand the true meaning of multitasking. While you are working on multiple tasks at once, your brain is only focusing on one task at a time. This is especially the case when the various tasks at hand require consciously thought out actions. For example, if you are walking while talking on your phone, your brain is unconsciously working on the walking part while processing what it hears and prompts you to speak accordingly.

But, if you are listening to two conversations at once, it will just be pure garbage and you won’t be able to understand anything unless you focus on a particular conversation.

The essence is that you must quickly switch between the tasks at hand, focus on it and act. Managing multiple chats at once requires this ability to switch between multiple chat windows, understand each customer’s request and provide an appropriate solution.

Multitasking live chats can be dangerous

When a chat agent handles more than two customers at once, there are many things that can go wrong if that person is not properly trained or experienced.

1. The agent may not be able to fully understand the customer’s needs and provide a wrong solution for them.

2. The client could have the correct solution, but the language could be off or full of errors due to the agent writing in a hurry which hinders the reputation of the brand.

3. There could be long gaps between pieces of conversation. Customers tend to get irritated when they feel they are not being given adequate attention and may have second thoughts about buying from you.

4. The chat executive could mix up conversations with two customers by posting something to the wrong person.

Managing multiple chats is required

Although there are many things that can go wrong while handling multiple chats at once, no business can thrive without it. Every business aims to increase the number of visitors on their website which means you have to deal with more questions and provide more support.

Such a situation requires that you also increase the number of chat agents, but common business sense will prevent you from hiring a large number of chat agents to handle one customer each. It’s just not economically viable.

Even if you go forward with an army of chat agents, there may be situations when someone has to do multitasking.

Therefore, it is better to be prepared for such situations. Most live support software has built-in features that allow chat managers to seamlessly chat with multiple customers simultaneously, but training is also important. Apart from that, there are a few more things that you can imbibe in your team so that they can face such daunting situations with a smiling face.

Manage multiple chats efficiently

1. Use Canned Answers

Predefined messages are the savior when dealing with many customers at once. Make sure you provide your chat agents with messages like “Hello! How can I help you today”, “Is there anything I can help you with” etc. in your chat software.

Also, the correct use of such phrases is essential and adequate training should be imparted to ensure the same.

Whenever the chat agents need some time to keep the chat active on hold and respond to other customers, they should use messages like, “thanks for the information, let me check and get back to you in a moment.” That way, managers can buy some time and not keep the current user anxiously waiting for a response.

2. Use a Text Expander Tool

Such tools can help agents type faster by automatically showing frequently used words and phrases. There are a lot of such tools available and your chat software might even have them inbuilt.

3. View Chat Summary

As soon as your team members return to a chat panel, they should go through the summary of the chat session with that user to refresh the conversation so far and enter the context. This exercise ensures customer satisfaction and quick closure of the request.

4. Priority Panels

Always keep track of how long a customer has been waiting for a response. Many live chat software packages display the waiting time above the panel or color code to show the priority of that chat. Make sure none of the customers wait for a long time.

5. Practice, Practice, Practice

Well, there is no better alternative to a good old fashioned experience. As chat agents gain more experience, they will know more about the product and their confidence will also increase. Also, they can anticipate the chat flow of users and be mentally prepared to serve them satisfactorily and efficiently.

6. Prefer younger Chat Agents

Younger generation employees under the age of 30 deal better with multi-tasking situations in general. They have already faced such situations in their life and can apply their knowledge while chatting with customers as well.

All in all, managing multiple chats is mandatory for any serious business in order to keep costs down. But it must always be treated with care, so as not to compromise on the customer experience and the quality of your service.

Balance is vital, as it is always healthier to serve a few customers satisfactorily than many disappointing customers. As they say, never bite off more than you can chew!

The correct training of the agents and the selection of the right chat software will definitely make the task of serving many customers simultaneously.

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