I’m always thrilled to work with Dani Apgar at RapportBoost as she’s such a great source of knowledge on technology in customer experience. Here’s an article we co-authored together on how to leverage tech and training to provide great onboarding experiences for live chat agents.
“Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent of the world’s smartphone users will use messaging apps. We’re more connected than ever, and that provides challenges for modern sales and service organizations. Today’s online customers want and expect a fast response time to their customer service query, plus a frictionless way to initiate support.
Forrester reports that 55 percent of adults will abandon online purchases if they can’t find a quick answer to a question, with 77 percent stating that good online customer service is the most important thing a company can do for them. It’s clear that in today’s climate of consumer choice, organizations who provide support at point of sale through live chat stand to gain the most in customer loyalty and reduced cart abandonments.
Connecting with website visitors through live chat also takes less time and human resources than phone support to consumers, raising productivity and profitability. As chat agents are expected by their organizations to be valued support partners for customers and prospects, these individuals play a larger role than ever in securing overall customer satisfaction and brand equity.
For new agents, a structured onboarding program is crucial to allow organizations to ensure that they’re getting the satisfaction outcomes they seek. Not only does effective onboarding introduce employees to processes and procedures within their new role, it also builds confidence, trust and engagement at possibly the most crucial stage of their lifecycle in the organization – a stage that largely sets the tone for the rest of their employment and their interactions with customers.
Here are some tips for managers and leaders looking to build an effective live chat agent onboarding process, or refine their existing one.”[Read more on the Comm100 Blog]