Should You Really Be Handling Multiple Chats?

It’s hard to imagine any modern business operating without live support software on their website. Chat software has the advantage of providing instant gratification to the customers as it facilitates a real-time dialogue between the company and themselves so as to arrive at a solution quickly.

But, it is a synchronous type of communication channel; meaning that it works only when both the customer and the chat agent are available together. This poses a limitation because if the visitor has a question but there is no agent available to answer, there is friction between the expectations and the reality.

Your agents might be facing regular situations where multiple clients are asking for support at once. This often results in clients waiting for a long time before someone answers or not getting an answer at all.

The final outcome is a damaged reputation of your brand and loss of potential sales opportunity. fmwhatsapp

Handling multiple chats simultaneously is a necessary evil. It can do wonders for your business if handled correctly but, can ruin your reputation if mismanaged.

Thus, it’s important to understand the mechanics of handling multiple chats simultaneously.

Multitasking in general

Most people often misinterpret the true meaning of multitasking. While you are working on several tasks at once, your brain is focusing on just one task at a time. This is especially the case when the various tasks at hand require consciously thought actions. For example, if you are walking while conversing on your mobile phone, your brain subconsciously works on the walking part while processing what you hear and prompts you to speak accordingly.

But, if you are listening to two conversations at once, it will just be pure garbage and you won’t be able to comprehend anything, unless you focus on a particular conversation.

The gist is that you have to switch quickly between the tasks at hand, focus on it and take action. Handling multiple chats at once requires this skill of toggling between multiple chat windows, understanding each customer’s request and providing appropriate solution.

Multi-tasking Live Chats Can Be Dangerous

When a chat agent is handling more than two clients at once, there are a lot of things that can go wrong if that person is not trained or experienced appropriately.

1. The agent may not be able to fully comprehend the customer’s requirements and provide a wrong solution to them.

2. The customer might get the correct solution, but the language might be off or full of errors due to agent’s hurried typing which hampers the brand’s reputation.

3. There might be long gaps between conversation pieces. Customers tend to get irritated when they feel that they are not being given adequate attention and might get second thoughts on purchasing from you.

4. Chat executive might mix-up the conversations with two clients by posting something to the wrong person.

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