Customers want their queries and issues done on impulses and in the proper manners. Suppose a potential client is making an online purchase and he has some confusions regarding the shipping costs and product delivery duration, he wants to interact with real persons, who can provide him right and accurate answers, so that the purchase process ends successfully, but if your agent himself is not updated with your sales and shipping policies, he would either delay the response or would provide wrong answer. In either case, he is 100% likely to lose that potential client; however, if he provides the potential client with right information on-the-spot, the sale is definite.
According to an online market survey, 65% of customers indicated that calling a company for the same issue several times, is the most annoying customer experience. Therefore, equipping your live chat operators with complete product and service knowledge is essential, because this is what can make or break the image of your live chat service.
As the live chat support is all about immediacy and real time response; only a knowledgeable live chat agent can give a real meaning to your support; because he can answer any kind of product or service related questions in an accurate and immediate manner.
A knowledgeable live support agent does not need to put customers in long waiting queues, because he can provide on-the-spot answers to more than three customers simultaneously. Thus, you can say that a team of conversant live chat agents can increase the first contact resolution on your website that in-turn builds a positive reputation of your online company all across the market.
After experiencing high level customer service, a live chat agent is likely to spread a positive word-of-mouth about your business across different platforms, one of which is his social media page. This way, you are likely to increase your clientele as well as sales.