Tutorials Archives | Provide Support

November 25, 2024 Olga

Problems live chat agents can face when managing multiple chats

Modern businesses cannot imagine their workflow without live chat software on their websites. Live chat software makes it possible to answer customers’ questions in real-time and do this very quickly and professionally. At the same time, live chat agents can manage multiple chats and assist several customers concurrently. Does this reduce the customer service quality level? Let’s try to answer this question in this blog post. Why managing multiple chats can be a challenge? Sometimes live chat agents must handle several chats at once. This can happen due to technical issues that the service provider encounters, increased seasonal demand, or improperly organized live chat agents’ shift schedules. When our customers ask us how many concurrent chats will be ok for their agents, we cannot give a definite answer because this depends on various factors, such as:

October 3, 2024 Olga

10 best practices for handling live chat as an agent

Live chat has become one of the most widely used tools for customer service today. 75% of customers find live chat the most satisfying way to communicate with a business. While using live chat customers can multitask and get assistance without wasting their time waiting in a queue for phone support. On the other side, live chat agents can also multitask, handle several customers concurrently and this way assist faster and more efficiently. Both website visitors and businesses benefit from using this tool. However, for customer service agents it is important not only to reply promptly but also to stay professional, use positive language, and possess certain customer service skills. In this blog post, we prepared 10 best practices for handling live chat as an agent. Our recommendations are based on the rich experience of our customer service team and the experience shared by our customers who use Provide Support live chat software on their websites.

September 27, 2024 Olga

How to Integrate a Live Chat Feature to a Web Application with React.js

There are many ways to integrate live chat service with a website. However, websites built on React.js require a separate live chat component which can be integrated with a website to support all available live chat features. Install Live Chat Component for React.js You can get Provide Support Live Chat component for React.js from the npmjs.com website. It is available in NPM repository as providesupport-live-chat-window-react. It works properly with all popular bundlers. Use the following command to install Provide Support Live Chat component for React.js:

July 4, 2022 Olga

Best tools for the effective remote teamwork

Today virtual offices became the necessity rather than an additional way of organizing the workflow. Lots of businesses have started hiring remote teams recently. However, Covid-19 pandemic significantly sped up this process and forced many businesses to move to virtual working environment. The necessity to transfer to remote offices made this process quite chaotic with various inconveniences both for employees and employers. In this blog post we will recommend the tools for effective remote teamwork to facilitate your remote office setup or improve the workflow of an existing one. However, before we start let us highlight the most important features for the successful remote teamwork:

customer education, educational customer experience

March 16, 2022 Olga

How to Provide Educational Customer Experience

Modern customer service is not a simple process of answering customer questions and solving their issues. First of all it is an essential part of any business operations that can make or break a business. Statistics shows that for 86% of consumers good customer service turns one-time clients into long-term brand champions. Providing a comprehensive customer education with your products or services while assisting your customers can help your company improve your customer service and bring it to the next level. When your customers have enough knowledge, they feel confident and do not bother your team with multiple questions. Thus it is important not only to provide good self service options, but also to train your customer service team to educate your customers while assisting them.

December 23, 2021 Olga

10 Tips to Help You Get Ready to Customer Service Job Interview

The job of customer service agent requires having a personal contact with consumers or businesses. Thus your interviewer will try to find out as much as possible about your communication skills and ability to interact with people and provide them with assistance. It is not enough to know answers to questions which can be asked during the customer service job interview. You need to possess specific soft skills and meet the requirements of the position you apply to. In this blog post you will find useful tips which will help you feel comfortable and confident during your interview.

September 11, 2020 Olga

Live Chat Features that Enhance Agents’ Performance

Businesses have been successfully using live chat software for their customer service needs for more that 10 years. During this time we have seen the sky-rocket evolution of this tool. More and more vendors started appearing on the market offering various improvements and enhancements. However, not all features which live chat software providers offer are useful and really helpful during customer service workflow. Some of them just sound good but do nothing helpful. In this blog post we will tell you about live chat features that are really helpful for customer service agents, facilitate their workflow and help improve customer service experience.

browser based operator console vs stand-alone operator console app

April 30, 2020 Olga

Browser Based Live Chat Operator Console vs Native Live Chat Application

Our customers often ask us what is the difference between our browser based live chat operator console version and the native operator chat client. Though both are operator consoles, they are slightly different as are built using different technologies. In other words, both live chat apps support all features required for chatting with customers, but your choice of the version depends on various circumstances. In this post I will tell you about differences between these versions and when it is better to use one or another live chat operator console app.

April 7, 2020 Olga

How to Measure your Customer Service Team Performance

You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss.

February 5, 2020 Olga

How to Customize Start Chat and Leave a Message Forms

What do Provide Support customers like most of all about our live chat product? With a great set of features Provide Support live chat window can be customized to match any website look and feel and allows collecting various information about customers through pre-chat survey and leave a message form. For many business owners it is important to collect information about customers and analyze it before and after the chat conversation. For this purpose we added a possibility to customize start chat and leave a message forms. Start Chat Form Customizations Pre-chat form or pre-chat survey can contain any number of fields as well as a custom greeting message. The content displayed on the pre-chat form will not slow down the website loading since it loads only after the chat button has been clicked.