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:
Continue reading
