{"id":10412,"date":"2017-07-28T06:03:05","date_gmt":"2017-07-28T06:03:05","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=10412"},"modified":"2026-04-21T05:14:11","modified_gmt":"2026-04-21T05:14:11","slug":"difference-between-customer-support-hero-and-agent","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/difference-between-customer-support-hero-and-agent\/","title":{"rendered":"Are You a Customer Support Hero or Just a Customer Support Agent"},"content":{"rendered":"\n

Did you know that 55% of customers are willing to pay more for a quality experience? Reduction of customer efforts is a crucial factor in customer loyalty, therefore it comes as no surprise that customer service over social media increased by 250% in the last two years.<\/p>\n\n\n\n

However, what most people don\u2019t know is that there is a slight difference when it comes to who cares more. Though many believe the customer agent holds this title, the reality is that agents are simply employees trying to do their job of assisting the customers while support heroes sweep in to save the day.<\/p>\n\n\n\n

In every business, workers have correctly divided responsibilities and clear duties to perform. So customer service agents are just a part of the company\u2019s branch and, like in every department, they have a leader to direct, support, and manage them accordingly.<\/p>\n\n\n\n

<\/span>What Does it Mean to be a Customer Service Agent?<\/strong><\/span><\/h2>\n\n\n\n

Customer support agents are the first line of contact with consumers. Due to technology evolution and the corporation\u2019s desire to satisfy the customers, nowadays most customer service departments operate online.  That is why we see the use of multiple customer support tools such as live chat or the frequent use of help desk software for customer support<\/a> that helps a business provide an instant solution. This helps to build a connection between a happy client and the growing business, which results in higher conversion rates<\/span><\/p>\n\n\n\n

That being said, eCommerce businesses constantly try to increase their revenue, hence they employ real-time customer support<\/a> to help online visitors in different situations, such as reassuring the purchase and facilitating the purchase process.<\/p>\n\n\n\n

Due to numerous studies, the industry safely concluded that at least 44% of customers are willing to proceed with online shopping<\/a> only when they have live assistance and an agent as the intermediator.<\/p>\n\n\n\n

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One of the agent\u2019s main roles is to convert doubting clients into the paying customers.<\/p>\n<\/blockquote>\n\n\n\n

The agents\u2019 basic function is to provide a friendly service and interaction to potential and existing clientele. On the other hand, the list of duties stretches a bit because they are the first line of business representation, meaning that the way they engage the audience has a direct impact on how the customers will perceive the brand. As a result, their job description also includes:<\/p>\n\n\n\n