SDX Session (Customer Support): Juggle and End: Keys to Efficient Live Chat

Andrea Badgley, Automattic

Live chat is fast, and that's why customers love it. They get an answer right away instead of having to wait for an email. Due to its fast pace, however, live chat can become stressful to the support professional on the other side of the chat bubble. Two stressors for live chat agents are 1) handling simultaneous chats and 2) wrapping up chats to get to the next customer in line. In this workshop, we will cover tactics for setting expectations and controlling chat conversations so that an agent can deliver fast resolution to multiple customers while keeping cool and calm.