Chat Staffing- Analyze Your Staffing Requirements To Attain Business Goals And Objectives.
In order to connect with the target audience, the use of live chat has become a necessity. For a company or a business organization, the purpose of an online website is to create awareness and increase the rate of sales and profits. Live chat is an interactive platform where the live chat agents communicate with the online visitor which further helps the company to boost the customer satisfaction rate. With so many benefits and advantages of using the live chat tool, creating an effective plan for resource management is necessary.
Chat staffing is a process of allocating the chat agents according to the needs and requirements of the business organization. Calculating the number of agents required by the company depends on a number of different factors such as-
- The total number of website visitors.
- Whether the chat is proactive or reactive?
- The time period of live chat availability.
- The total average time of chat duration.
- The total number of live chats an agent can handle at a time.
It is important to analyze the staffing requirements as the live chat agents play an important role in bringing new online customers. This process of turning the online visitors into valuable customers is known as lead generation. Every time a live chat agent engages with the online visitor, they inform them about the product and services provided by a particular company. The agents use a knowledge database which contains all the essential information, so that they can understand the goals and objectives of the company.
The live agents also share important links, URL, images, videos with the online customer to provide step by step guidance to them. In order for a company to increase the lead generation rate, the company uses multiple channels and unique digital platform to connect with its respective target audience.
The live chat agents use such a channel to interact with the audience. The data collected by such agents is used by the company to categorize the target audience on the basis of their demographics that includes their- Name, Age, Occupation, Lifestyle, and Purchasing behavior.
Knowing the experience level of the live chat agents is necessary, so that the company can hire the agents accordingly. For chat staffing, it is necessary for a business organization to identify the online patterns and behavior of the target audience. For instance- Knowing about the average time a customer takes to ask questions can help the company choose the number of agents they need.
A company can simply figure out its staffing requirements by-
- Identifying the total number of the contacts.
- Determining the goals and objectives.
- The average duration of the live chat session.
In order to allocate the live chat agents, the company also need to factor in the total number of concurrent sessions, the agent handles in a day. No online customer will wait for more than five minutes to get a response from the agents. If the customer is not satisfied with the services provided to him or her, they will immediately move to a new website. If this happens, the company loses a potential customer which further affects the sales record. The concurrent sessions can help the company to determine the average response time.
To tackle such issue, a business organization can go for the proactive chat services. The live chat agent can also send an automated customized message. The agent does not need to wait to get a response from the customer, and meanwhile, he or she can communicate with the customers.
The staffing requirements also depend on the number of minutes an agent waits to get a response from the online customer. While the agent tries to re-engage the online visitor, increasing the number of concurrent chats is a time-saving option.
The first thing a business organization should do to deal with the staffing requirements is determine and assess their chat goals. A small organization may require less number of agents as compared to a large organization. If a company has a wider reach and sells more complex product and services, then more live chat agents are required by them. The company should also identify the peak hours when they get the most online visitors. If they have the required information, they can easily allocate the total number of chats to each agent separately.
Also, the experience and skills of the live chat agent are used as a determinant on the basis of which the chats are allocated. For instance- A good live chat agent should be well-equipped with technical skills that include troubleshooting, installing or removing software and configuration support.
Engaging the online visitors is the prime objective of using the services of live chat. It is the live chat agent that helps establish a connection between the company and the target audience. Retaining the old customers and convincing the visitors to purchase the product from the website is what an agent works for. Hiring more experienced chat agents can be an expensive process as compared to the newer chat agents.
There are many companies available online such as LeadAbode that offers the services of live chat. Not only this, the company also provides highly-trained and skilled live chat agents. The client can opt for the free trial services and pay for the complete services only after they are satisfied with the outcome.
All the important information regarding the product and services, FAQs, company’s history is provided to the live chat agents. This way the agents can provide step to step guidance to the customers. The agent also asks the customers to rate the services based on their overall experience. All the data and the feedback collected by the agent is forwarded to the company which is used for marketing purposes. Analyzing the feedback, ratings, and comments left by the users can help the company to focus on the areas they lack in. This way the business organization can offer more efficient customer services and increase their brand value in the market.