What is Assistant?

Assistant (live chat agent) is a human that stands by a chatbot. Usually, it is a support or sales manager who takes over a chat when there is a need to answer the customer’s questions and queries.
What skills do live chat agents need to possess?

The first skill associated with assistants is help. So they should strive to be helpful and polite during communications.
This employee needs to be computer savvy, quick to respond, and know its services or products.Answering customer queries via live chat requires multitasking ability. Assistant needs to look for a customer issue solution, mind the context of previous interactions, present the answer on time.


How quickly should agents respond to customers' queries?

Three minutes is the optimal response time. Of course, from industry to industry, it varies.
Setting this metric for your agents to lookup industry benchmarks.

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