How many customer support agents do I need for live chat

How many customer support agents do I need on live chat?

Finding the right balance in staffing a live chat customer service team is the challenge many companies face today. If a company is customer-oriented and focused on excellent service and experience the main issue they need to solve is to find out how many customer support agents they need on live chat. It is not just about answering all chats fast and efficiently. It’s also about finding the right balance between operational efficiency and customer satisfaction. I.e. the number of agents should be enough to provide excellent service and their time should be spent with maximal efficiency. In this blog post we will answer the most frequently asked questions which arise when companies face live chat agents hiring challenge. We will also provide useful recommendations based on our experience and feedback from our customers who have been using our live chat software for more than 20 years.

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How to Hire Live Chat Agents Who Delight Your Customers

In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat. In fact, according to the Zendesk Benchmark report, live chat has the highest satisfaction level for any customer service channel. A live chat channel provides clients access to warm, friendly customer support without having to pick up the telephone. As such, all replies must be as accurate, concise, and helpful as possible. So how can you increase your chances of hiring live chat agents who exemplify these qualities and delight your customers? It all starts with identifying the skills necessary to succeed in the role.

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