Is Live Chat Agent Performance Essential for Your Business?
Posted by Brian Miller on September 5th, 2017
There is a short and a long answer to this question, the first one being – yes, live chat agent performance is an indicator of your business’s success. The longer version is the fact that live chat sales are going to either help your online business or just keep it from strengthening its position on the market and expanding. The performance of your agents is the main factor that you should pay close attention to when you want to sell more to more customers.
Some business managers choose to rely on chatbots when it comes to offering website visitors assistance. However, after some time they realize that this has been a mistake because most of the prospective customers are initially interested in the products they see on the site, but then leave without placing any orders. Why is that? Well, they prefer dealing with a human being when they have certain inquiries regarding the products that they have their eye on.
The good news is that you do not have to worry about live chat sales any longer due to the fact that you can invest in artificial intelligence that is meant for online commerce. The machine learning engine that you will benefit from will analyse chat logs and find issues that can be easily solved with specific training and advice. Of course, that would mean that you need to forget about automated responses and hire actual sales agents that deal with live chat sales.
Now, when it comes to live chat agent performance, the machine learning engine will ensure that each of them know just how well they are doing while talking to a prospective customer. Besides getting feedback during the conversation, the agents will also manage to use certain sales tips that will allow them to convince the visitor to actually place an order on the website. The best part about is that when the conversation is done, the customer will feel satisfied with the level of service that he benefited from. At the same time, the order placed will be larger than what the customer intended initially.
The machine learning engine will not only analyse the live chat agent performance, but it will also provide solutions to improve it. An important advantage that you will benefit from if you invest in AI solutions is the fact that every single piece of advice, report or training will be personalized to help each agent that works for you. By improving their skills, the machine learning engine is actually offering your business the chance to thrive in the most competitive environment – the online business one. Make sure that you rely on a team of AI experts that can guide you towards success!
Would you like to ensure that live chat agent performance does not affect live chat sales and your company’s return on investment? If that is the case, you should know that the right machine learning engine can offer the perfect solution – a way to improve online sales by training your agents!
