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It not only gives the agents insight into what the customers are thinking as they type, but it allows the alert chat agent to respond more quickly with an answer.
Chat agents also should be alerted when a customer has hit the “send” button during the chat.
For example, they can provide their name and a quick description of what they’re looking for.
Keep in mind that your chat agents are likely to be handling multiple conversations at the same time, so anything you can do to help them multitask will help.But it can take a lot of time for your chat agents to type out these standard messages time after time.This is where automated canned messages can really help.Don’t ask too many questions – just ask the questions that will allow your chat agents the necessary background so they can provide a quick and courteous answer.Your chat agents should be considered an in-house sales and support department, and as such, they should understand all product lines within your organization.