Live chat support is a highly convenient mode of customer communication; it is fast, reliable and allows the customers to effectively share their concerns. However, to keep the FCR rates intact of your live chat service, you must work really hard. Here are some reasons why the FCR rates of your live support might be low:
Lack of Proper Training
To make your online chat service work, it is very important that you train your live chat operators well. You cannot expect your operators to work perfectly without an advanced training. You must teach them the right ways of customer communication and keep their product knowledge in check. Your operators must be well versed and trained if you want higher FCR rates.
Operators Are Not Authorized To Make Decisions
When you don’t give your operators a chance to make an independent decision and do not allow them to move beyond their cheat sheet, they cannot solve customers’ issues well. To resolve customers’ issues well it is very important that the operators step out of their comfort zones and find ways out of their cheat sheets to help them.
Limited Number of CSRs
Because of the multi chat feature of live chat support, many organizations hire a small team of chat operators to reduce the recruitment costs. While it is a cost effective practice, it divides the attention of the operators, not letting them focus on the customers’ issues. Because of the increased workload, the operators fail to solve customers’ problems hence leading to low FCR rates.
CSRs are not Rewarded Well
To work well, your CSRs must work with all their hearts. If they do not like their job and are not interested, they will not focus on doing their job. This will lead to divided attention and low FCR rates. To keep your live chat operators happy and interested in their work, you must reward them well.