The majority of today’s customers are using chat tools for customer service and that makes live chat jobs more important than ever. While the agent role is an essential part of customer experience (CX), it can be a thankless job.
So how can organizations make live chat jobs better and fight off rising agent attrition rates? With the right tools, live chat jobs can be less frustrating and more rewarding.
Capacity is an AI-powered support automation platform that helps folks in live chat jobs do their best work. Check out three ways Capacity can help teams like yours improve experiences, reduce costs and retain more of the live chat jobs that are so important to CX success.
Save Agent Sanity with Ticket Deflection
No one wants to answer the same questions all day long. Especially when they are routine, mundane requests, like order status or password resets. While repetitive inquiries run the risk of driving your agents up the wall, they all slow down your entire system. When agent-handled ticket volumes are too high, everyone loses.
Not every ticket needs to go straight to an agent. With Capacity, your team could be deflecting 90% of chats to virtual agents. Our tools can handle routine support requests via personalized, context-aware interactions.
With improved ticket deflection rates, live chat jobs improve because agents can spend their time on higher-level work. It’s a win for customers who want faster resolutions and a win for agents who are seeking more fulfilling work.
Empower Agents with the Knowledge They Need
Agents are only as good as the information they can access. To truly improve live chat jobs, organizations need to commit to building strong knowledge bases.
Capacity’s AI-powered knowledge base intelligently stores the knowledge that will transform your organization. Here’s how it works:
- Capacity intuitively stores all of your company’s information in one place.
- Agents can effortlessly search (and find) the knowledge they need to respond to chats.
- Information in the knowledge base is automatically updated, so agents are never delivering outdated or conflicting assistance.
A universal knowledge base can both save time with virtual agents and make live chat jobs easier, all while improving your organization’s bottom line.
Coach Agents for Success
Every professional deserves training and coaching to help them succeed, and live chat jobs should be no exception. The reality is sustained coaching is the cornerstone to dramatically enhancing agent effectiveness and output.
If you’re overwhelmed with the idea of creating a coaching program, you don’t have to go it alone. With Capacity’s Click2Coach tools, we can help you create custom training content and craft pinpointed coaching to boost performance. Click2Coach also enables you to use AI to monitor interactions and flag outstanding performance or identify areas where more training is required.
With coaching your team could increase CSAT scores by up to 30% and improve efficiency in live chat jobs. Increasing professional development access may also help your organization improve agent retention.
Improving Live Chat Jobs Doesn’t Have to Be Hard
By investing in the agent experience, you can improve key metrics and ultimately drive a better CX. But if you’re feeling overwhelmed by the options, know that you don’t have to go it alone. With Capacity, you can access all of these tools in one easy-to-implement platform. Plus, our team is here to help support your success.
The Future of AI for Contact Centers
Discover:
- The different types of AI
- A framework for applying support automation
- Tips for choosing solutions