How can you use online support to improve agent productivity?

Online support is not only a convenient way to help customers with their issues, but also a powerful tool to boost agent productivity. By using online support channels, such as chat, email, social media, and self-service portals, you can reduce phone calls, save time, and improve customer satisfaction. In this article, we will show you how you can use online support to improve agent productivity in six ways.

1 Use chatbots and automation

Chatbots and automation can handle repetitive and simple tasks, such as greeting customers, collecting information, providing answers, and routing requests. This can free up your agents to focus on more complex and urgent issues, and reduce their workload and stress. Chatbots and automation can also improve customer experience by providing instant and consistent responses, and reducing wait times.

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Lokrit Thelma Ejeh

Virtual Assistant | Specializing in Remote Business Support | Helping Small Business Owners and Online Entrepreneurs Streamline Their Operations by Automating Workflows, Boosting Productivity, and Saving Time and Energy
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One thing I've found really useful is the use of chatbots and automation. This has upped productivity in many ways. Love it 😁

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2 Provide self-service options

Self-service options, such as FAQs, knowledge bases, forums, and videos, can empower customers to find solutions on their own, without contacting your agents. This can reduce the number of tickets and calls, and increase customer satisfaction and loyalty. Self-service options can also help your agents by providing them with easy access to information and resources, and reducing their need to repeat the same answers.

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Deal Skipper

Systems Administrator |IT Specialist| Certified Network Security Specialist(CNSS)
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When it comes to boosting our agent productivity, leveraging online support has been a game-changer for us. Here's what I've found effective: Chatbots and automation: They've been super helpful in tackling those repetitive tasks, allowing us to focus on more complex issues. Self-service options: Our users love being able to find solutions on their own, and it's been a real game-changer in reducing the load on agents. Fostering collaboration: We've seen great results by using various tools for better communication within our team and with other departments. Continuous training: Keeping ourselves (agents)up to speed with the skills needed for online support has been crucial in providing top-notch service.

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3 Monitor and optimize performance

Online support channels can provide you with valuable data and insights on your agent performance, such as response time, resolution rate, customer feedback, and quality scores. You can use this data to monitor and optimize your agent productivity, by identifying strengths and weaknesses, setting goals and incentives, providing feedback and coaching, and rewarding achievements.

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4 Enable collaboration and communication

Online support channels can also facilitate collaboration and communication among your agents, and with other departments. You can use tools, such as instant messaging, video conferencing, screen sharing, and file sharing, to enable your agents to communicate with each other, share information and best practices, solve problems together, and escalate issues. You can also use tools, such as CRM, ticketing, and project management, to integrate your online support channels with other systems, and streamline your workflows and processes.

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5 Train and update your agents

Online support channels require your agents to have different skills and knowledge than phone support, such as typing, writing, multitasking, and using software. You can use online platforms, such as e-learning, webinars, and podcasts, to train and update your agents on these skills and knowledge, and ensure they are competent and confident in using online support channels. You can also use online platforms to provide your agents with continuous learning and development opportunities, and keep them engaged and motivated.

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6 Personalize and humanize your interactions

Online support channels can also help you to personalize and humanize your interactions with your customers, and build trust and rapport. You can use tools, such as chat transcripts, customer profiles, and analytics, to understand your customer needs, preferences, and behavior, and tailor your responses accordingly. You can also use tools, such as emojis, gifs, and images, to add some personality and emotion to your messages, and make your customers feel valued and appreciated.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use online support to improve agent productivity?

1

2

3

4

5

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1 Use chatbots and automation

2 Provide self-service options

3 Monitor and optimize performance

4 Enable collaboration and communication

5 Train and update your agents

6 Personalize and humanize your interactions

7 Here’s what else to consider

Technical Support

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How can you use online support to improve agent productivity?

1

2

3

4

5

6

7

1 Use chatbots and automation

2 Provide self-service options

3 Monitor and optimize performance

4 Enable collaboration and communication

5 Train and update your agents

6 Personalize and humanize your interactions

7 Here’s what else to consider

Technical Support

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