One CSRs experience with Live Chat ….
Title: Live chat- the here, the now, the future
Author: Melissa Rovinski
Hello all! My name is Melissa R, and I have been working here at Solid Cactus for about 7 months now. Over that time frame I have watched the company grow tremendously. I can honestly say I can not wait to see what happens next!
It had all started a few months ago when I had lost my voice. I had no idea how I was going to work because at the time I had only taken phone calls. The next day when I had came in I explained to the supervisor my situation, and as it turned out I was put on Live Chat. At first I could not help but wonder how interesting it would be to just chat with the customers, instead of talking to them over the phone, also I was excited to learn something new, and I was a little nervous about it. Before working at Solid Cactus I had not heard of a program like this.
I had learned a lot in my training for Live Chat, as well as my shadowing with our main live chat person. My co-workers were very helpful in providing me with the necessary information that I would need, along with some handy tips and hints for me to use that they had discovered. Also when I had started taking chats, they had checked on me to make sure I was ok, as well as giving me praise when they had noticed that I was doing good. When I was done with training and shadowing I was amazed with the capabilities of Live Chat.
Live Chat is tremendously helpful for the customers these days; I had experienced a few chatters who were utilizing the Live Chat from work because they did not have the time to make a phone call, some stay at home moms use it while the children are napping, it can also be handy for handicapped customers. There are times when you just do not have the time to make a phone call, and that is when Live Chat comes into play. All you have to do is click on the option on the web page, type in your question, and then one of the highly skilled reps is getting you your information for your order status, product question, etc.
To this day now I get to take chats throughout the week, and I am always excited for those days. For me to help the customer over the phone comes easy because you can always tell the customers mood by the tone in their voice. Live Chat is a little more difficult because you do not get to see or hear the customer or potential customer, you are going by what they are typing to you, which is where excellent communication skills are factored in. In the end I am happy with live chat and how it can help even the busiest of people when they need information. As a CSR I think this is a valuable tool for any website!
katrina.domkowski
