He must possess commendable typing skills so that he can efficiently deal with multiple clients at a time without facing any kind of problem. Use of jargon is what your chat agent needs to avoid while communicating with the client as he is a normal user who might not be aware of your technical language. He should have the quality of expressing himself in the simplest language possible without making any grammatical mistake.
What might affect the reputation of your company in a negative manner is your chat agent talking in a robotic manner to the clients. He should be empathetic with your customers and make them feel valued so as to offer them a sense of personal touch. Do not forget that the tone of your messages can say a lot about your attitude towards the clients.
He should master the skill of patience as there are chances that he might have to interact with a frustrated consumer and in this case, his one mistake can distort the reputation of your company. What he needs to do is accept the mistake and try his best to provide the client with the most effective solution possible.
His response time should be quick so that your client does not have to wait for too long and he feels that your company cares for its every client. Your live chat agent should know how to manage time in an effective way and answer the queries of multiple customers at once.
