Keeping that in mind, we\u2019ve curated a quick guide for your operators to handle multiple chats at the same time. We\u2019ll identify why handling multiple chats can be a challenge, different problems your operators can encounter, and how can they overcome them.<\/p>\n\n\n\n
<\/span>Why Handling Multiple Chats is a Challenge<\/strong><\/span><\/h2>\n\n\n\nJuggling between customers (with different temperaments and challenges) at the same time can get quite confusing for your operators. It can get worse if your live chat tool doesn\u2019t support internal communication with other team members during an ongoing customer interaction.<\/p>\n\n\n\n
This means that your live chat is outdated and can stall your entire support team during their endeavor to offer a good experience to customers.<\/p>\n\n\n\n
So the question is, what you should do to overcome this challenge?<\/p>\n\n\n\n
Well, understand that your operators need a unified chat solution, such as a chat on the website<\/a>, that enables them to manage multiple chats and collaborate with other operators simultaneously. If you avoid investing in a modern chat solution, then you\u2019ll likely stall your support process further.<\/p>\n\n\n\nA centralized support tool can help you understand your operator\u2019s bandwidth of managing multiple chats and enabling them to collaborate with other team members when the need be.<\/p>\n\n\n\n
<\/span>Problems Operators Can Encounter When Managing Multiple Chats<\/strong><\/span><\/h2>\n\n\n\nThere are common problems that operators can encounter when handling multiple chats simultaneously. That\u2019s what we\u2019re going to cover in the following sections – different challenges your support operators deal with when managing multiple chats.<\/p>\n\n\n\n
1. Confusing Customers While Multitasking<\/strong><\/h3>\n\n\n\nIt\u2019s not just offering support via chat that an operator has to manage with a live chat queue in hand. They have to look into a lot of other things when offering help during an ongoing conversation.<\/p>\n\n\n\n
While handling chats your operators have to check out:<\/strong><\/p>\n\n\n\n\n- Customer\u2019s browsing history<\/li>\n\n\n\n
- Previous chat transcripts (if any)<\/li>\n\n\n\n
- Previous chat history (if any)<\/li>\n<\/ul>\n\n\n\n
This can result in confusing one customer\u2019s pain-points with another and leaving customers dumb-founded as to why they received a certain reply from an operator.<\/p>\n\n\n\n
2. Stalling Resolution due to Weak Collaboration<\/strong><\/h3>\n\n\n\n\nDid you know that more than 40%<\/a> of customers prefer live chat as they don\u2019t have to wait for a response in comparison to call support?<\/p>\n<\/blockquote>\n\n\n\nHowever, live chat support can also result in increasing problem resolution.<\/p>\n\n\n\n
You may think that if the live chat does everything in real-time, then why would it stall a customer\u2019s resolution time.<\/p>\n\n\n\n
Well, if your live chat fails to support team collaboration during an ongoing chat, then you\u2019re forcing them to walk up to one of their team members while a customer is left hanging.<\/p>\n\n\n\n
And that\u2019s definitely not a good practice, especially when they are left to respond to multiple customers.<\/p>\n\n\n\n
This suggests that you need a solution that helps your operators collaborate with other team members without walking up to their seats or switching between apps.<\/p>\n\n\n\n
For example, ProProfs Chat enables operator-to-operator chat during an ongoing conversation, thereby helping operators reach out to each other in seconds while handling multiple chats.<\/p>\n\n\n\n![\"Operator](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/03\/Operator-to-operator-chat-1.jpg\")
<\/figure>\n\n\n\n3. Delayed Problem Resolution<\/strong><\/h3>\n\n\n\nSometimes the operators may not have adequate authority and expertise to resolve customer issues. In some cases, customers may provoke the operators to transfer their call or chat to one of their seniors.<\/p>\n\n\n\n
That\u2019s not all. A few organizations have a rigid system of roles and responsibilities for operators and admins which may hamper their efforts to offer better support experience to customers<\/a>.<\/p>\n\n\n\nThey may not have access to previous chat history or transcripts of the returning customer to create a personalized experience. They may need approvals or seek their admin\u2019s assistance to provide them resources that helps them offer a desired solution to the customer.<\/p>\n\n\n\n
Power outage, server issues and a multitude of other issues are at play that may result in delaying the resolution for the customer. What\u2019s worse, when due to these issues operators end up missing out on chats or support calls. They lose more opportunities to offer assistance to customers which results in irate customers and bad reviews as a result.<\/p>\n\n\n\n
In this case, you can integrate a help desk with your live chat or social media platforms to convert missed chats or social media support requests into tickets. This will help operators get back to missed chat requests faster and at the same time offer a solution efficiently through support tickets.<\/p>\n\n\n\n
<\/span>How to Manage Multiple Chats<\/strong><\/span><\/h2>\n\n\n\nIn this section, we\u2019ll explore how some of the modern live chat features can help your operators manage multiple customers at the same time<\/a>.<\/p>\n\n\n\n1. Reduce Customer Wait Time with Canned Messages<\/strong><\/h3>\n\n\n\nUsing canned responses can be one of the few ways to help your operators achieve <\/strong>zero wait time in live chat<\/strong><\/a> <\/strong>and help them keep the visitors engaged during the conversation.<\/p>\n\n\n\n![\"Live](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/03\/Live-chat-average-response-time.jpg\")
<\/figure>\n\n\n\nAdvice:<\/i><\/strong> Avoid using this feature in excess otherwise, your customers may feel that they are talking to a bot.<\/i><\/p>\n\n\n\nYou can create a canned response template for multiple questions<\/a>. If you do not get a knowledge base integration, then the next best option for you to manage frequently asked questions is canned responses. These would look something like this:<\/p>\n\n\n\n![\"Live](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2017\/05\/Canned-responses-for-good-customer-service.png\")
<\/figure>\n\n\n\nThe use of canned responses helps your operators to manage multiple chats as they:<\/strong><\/p>\n\n\n\n\n- Never have to respond to the same question again<\/li>\n\n\n\n
- Reduce their typing effort<\/li>\n\n\n\n
- Create constant engagement between your brand and customers<\/li>\n\n\n\n
- Improve operator efficiency<\/li>\n<\/ul>\n\n\n\n
Read More: <\/strong> Tips to Achieve Zero Wait Time Using Live Chat<\/a><\/pre>\n\n\n\n2. Tackle Commonly Asked Questions with Knowledge Base<\/strong><\/h3>\n\n\n\n![\"Integrate](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/12\/Integrate-Knowledge-Base-to-Live-Chat.png\")
<\/figure>\n\n\n\nYour operators can tackle commonly asked questions with a knowledge base in two ways. How? Let\u2019s checkout.<\/p>\n\n\n\n
\u261d<\/b> Push Informative Help Center URLs<\/strong><\/p>\n\n\n\nDuring an ongoing chat, ask your operators to push informative URLs from your help center to help customers get close to a solution faster. This will help your operators tackle frequently asked questions posed instantly and get back to other chats at hand. This is one way to improve their live chat handling skills too.<\/p>\n\n\n\n
\u261d<\/b> Integrate Knowledge Base to Live Chat<\/strong><\/p>\n\n\n\n\u201c<\/span>Live chat integration with a knowledge base tool can result in up to 80% drop in customer support chats.<\/span>\u201d<\/span><\/span><\/span><\/em><\/p>\n\n\n\nTweet this<\/span><\/em><\/p>\n\n\n\nWoah, now that\u2019s a catch for any operator who must be facing troubles managing multiple chats at the same time. If anything, it\u2019s a great solution for your business because you\u2019re helping your customers find an answer before they approach your brand for support.<\/p>\n\n\n\n
A centralized support tool can help you understand your operator\u2019s bandwidth of managing multiple chats and enabling them to collaborate with other team members when the need be.<\/p>\n\n\n\n
<\/span>Problems Operators Can Encounter When Managing Multiple Chats<\/strong><\/span><\/h2>\n\n\n\nThere are common problems that operators can encounter when handling multiple chats simultaneously. That\u2019s what we\u2019re going to cover in the following sections – different challenges your support operators deal with when managing multiple chats.<\/p>\n\n\n\n
1. Confusing Customers While Multitasking<\/strong><\/h3>\n\n\n\nIt\u2019s not just offering support via chat that an operator has to manage with a live chat queue in hand. They have to look into a lot of other things when offering help during an ongoing conversation.<\/p>\n\n\n\n
While handling chats your operators have to check out:<\/strong><\/p>\n\n\n\n\n- Customer\u2019s browsing history<\/li>\n\n\n\n
- Previous chat transcripts (if any)<\/li>\n\n\n\n
- Previous chat history (if any)<\/li>\n<\/ul>\n\n\n\n
This can result in confusing one customer\u2019s pain-points with another and leaving customers dumb-founded as to why they received a certain reply from an operator.<\/p>\n\n\n\n
2. Stalling Resolution due to Weak Collaboration<\/strong><\/h3>\n\n\n\n\nDid you know that more than 40%<\/a> of customers prefer live chat as they don\u2019t have to wait for a response in comparison to call support?<\/p>\n<\/blockquote>\n\n\n\nHowever, live chat support can also result in increasing problem resolution.<\/p>\n\n\n\n
You may think that if the live chat does everything in real-time, then why would it stall a customer\u2019s resolution time.<\/p>\n\n\n\n
Well, if your live chat fails to support team collaboration during an ongoing chat, then you\u2019re forcing them to walk up to one of their team members while a customer is left hanging.<\/p>\n\n\n\n
And that\u2019s definitely not a good practice, especially when they are left to respond to multiple customers.<\/p>\n\n\n\n
This suggests that you need a solution that helps your operators collaborate with other team members without walking up to their seats or switching between apps.<\/p>\n\n\n\n
For example, ProProfs Chat enables operator-to-operator chat during an ongoing conversation, thereby helping operators reach out to each other in seconds while handling multiple chats.<\/p>\n\n\n\n<\/figure>\n\n\n\n3. Delayed Problem Resolution<\/strong><\/h3>\n\n\n\nSometimes the operators may not have adequate authority and expertise to resolve customer issues. In some cases, customers may provoke the operators to transfer their call or chat to one of their seniors.<\/p>\n\n\n\n
That\u2019s not all. A few organizations have a rigid system of roles and responsibilities for operators and admins which may hamper their efforts to offer better support experience to customers<\/a>.<\/p>\n\n\n\nThey may not have access to previous chat history or transcripts of the returning customer to create a personalized experience. They may need approvals or seek their admin\u2019s assistance to provide them resources that helps them offer a desired solution to the customer.<\/p>\n\n\n\n
Power outage, server issues and a multitude of other issues are at play that may result in delaying the resolution for the customer. What\u2019s worse, when due to these issues operators end up missing out on chats or support calls. They lose more opportunities to offer assistance to customers which results in irate customers and bad reviews as a result.<\/p>\n\n\n\n
In this case, you can integrate a help desk with your live chat or social media platforms to convert missed chats or social media support requests into tickets. This will help operators get back to missed chat requests faster and at the same time offer a solution efficiently through support tickets.<\/p>\n\n\n\n
<\/span>How to Manage Multiple Chats<\/strong><\/span><\/h2>\n\n\n\nIn this section, we\u2019ll explore how some of the modern live chat features can help your operators manage multiple customers at the same time<\/a>.<\/p>\n\n\n\n1. Reduce Customer Wait Time with Canned Messages<\/strong><\/h3>\n\n\n\nUsing canned responses can be one of the few ways to help your operators achieve <\/strong>zero wait time in live chat<\/strong><\/a> <\/strong>and help them keep the visitors engaged during the conversation.<\/p>\n\n\n\n<\/figure>\n\n\n\nAdvice:<\/i><\/strong> Avoid using this feature in excess otherwise, your customers may feel that they are talking to a bot.<\/i><\/p>\n\n\n\nYou can create a canned response template for multiple questions<\/a>. If you do not get a knowledge base integration, then the next best option for you to manage frequently asked questions is canned responses. These would look something like this:<\/p>\n\n\n\n<\/figure>\n\n\n\nThe use of canned responses helps your operators to manage multiple chats as they:<\/strong><\/p>\n\n\n\n\n- Never have to respond to the same question again<\/li>\n\n\n\n
- Reduce their typing effort<\/li>\n\n\n\n
- Create constant engagement between your brand and customers<\/li>\n\n\n\n
- Improve operator efficiency<\/li>\n<\/ul>\n\n\n\n
Read More: <\/strong> Tips to Achieve Zero Wait Time Using Live Chat<\/a><\/pre>\n\n\n\n2. Tackle Commonly Asked Questions with Knowledge Base<\/strong><\/h3>\n\n\n\n<\/figure>\n\n\n\nYour operators can tackle commonly asked questions with a knowledge base in two ways. How? Let\u2019s checkout.<\/p>\n\n\n\n
\u261d<\/b> Push Informative Help Center URLs<\/strong><\/p>\n\n\n\nDuring an ongoing chat, ask your operators to push informative URLs from your help center to help customers get close to a solution faster. This will help your operators tackle frequently asked questions posed instantly and get back to other chats at hand. This is one way to improve their live chat handling skills too.<\/p>\n\n\n\n
\u261d<\/b> Integrate Knowledge Base to Live Chat<\/strong><\/p>\n\n\n\n\u201c<\/span>Live chat integration with a knowledge base tool can result in up to 80% drop in customer support chats.<\/span>\u201d<\/span><\/span><\/span><\/em><\/p>\n\n\n\nTweet this<\/span><\/em><\/p>\n\n\n\nWoah, now that\u2019s a catch for any operator who must be facing troubles managing multiple chats at the same time. If anything, it\u2019s a great solution for your business because you\u2019re helping your customers find an answer before they approach your brand for support.<\/p>\n\n\n\n
It\u2019s not just offering support via chat that an operator has to manage with a live chat queue in hand. They have to look into a lot of other things when offering help during an ongoing conversation.<\/p>\n\n\n\n
While handling chats your operators have to check out:<\/strong><\/p>\n\n\n\n This can result in confusing one customer\u2019s pain-points with another and leaving customers dumb-founded as to why they received a certain reply from an operator.<\/p>\n\n\n\n Did you know that more than 40%<\/a> of customers prefer live chat as they don\u2019t have to wait for a response in comparison to call support?<\/p>\n<\/blockquote>\n\n\n\n However, live chat support can also result in increasing problem resolution.<\/p>\n\n\n\n You may think that if the live chat does everything in real-time, then why would it stall a customer\u2019s resolution time.<\/p>\n\n\n\n Well, if your live chat fails to support team collaboration during an ongoing chat, then you\u2019re forcing them to walk up to one of their team members while a customer is left hanging.<\/p>\n\n\n\n And that\u2019s definitely not a good practice, especially when they are left to respond to multiple customers.<\/p>\n\n\n\n This suggests that you need a solution that helps your operators collaborate with other team members without walking up to their seats or switching between apps.<\/p>\n\n\n\n For example, ProProfs Chat enables operator-to-operator chat during an ongoing conversation, thereby helping operators reach out to each other in seconds while handling multiple chats.<\/p>\n\n\n\n Sometimes the operators may not have adequate authority and expertise to resolve customer issues. In some cases, customers may provoke the operators to transfer their call or chat to one of their seniors.<\/p>\n\n\n\n That\u2019s not all. A few organizations have a rigid system of roles and responsibilities for operators and admins which may hamper their efforts to offer better support experience to customers<\/a>.<\/p>\n\n\n\n They may not have access to previous chat history or transcripts of the returning customer to create a personalized experience. They may need approvals or seek their admin\u2019s assistance to provide them resources that helps them offer a desired solution to the customer.<\/p>\n\n\n\n Power outage, server issues and a multitude of other issues are at play that may result in delaying the resolution for the customer. What\u2019s worse, when due to these issues operators end up missing out on chats or support calls. They lose more opportunities to offer assistance to customers which results in irate customers and bad reviews as a result.<\/p>\n\n\n\n In this case, you can integrate a help desk with your live chat or social media platforms to convert missed chats or social media support requests into tickets. This will help operators get back to missed chat requests faster and at the same time offer a solution efficiently through support tickets.<\/p>\n\n\n\n In this section, we\u2019ll explore how some of the modern live chat features can help your operators manage multiple customers at the same time<\/a>.<\/p>\n\n\n\n Using canned responses can be one of the few ways to help your operators achieve <\/strong>zero wait time in live chat<\/strong><\/a> <\/strong>and help them keep the visitors engaged during the conversation.<\/p>\n\n\n\n Advice:<\/i><\/strong> Avoid using this feature in excess otherwise, your customers may feel that they are talking to a bot.<\/i><\/p>\n\n\n\n You can create a canned response template for multiple questions<\/a>. If you do not get a knowledge base integration, then the next best option for you to manage frequently asked questions is canned responses. These would look something like this:<\/p>\n\n\n\n The use of canned responses helps your operators to manage multiple chats as they:<\/strong><\/p>\n\n\n\n Your operators can tackle commonly asked questions with a knowledge base in two ways. How? Let\u2019s checkout.<\/p>\n\n\n\n \u261d<\/b> Push Informative Help Center URLs<\/strong><\/p>\n\n\n\n During an ongoing chat, ask your operators to push informative URLs from your help center to help customers get close to a solution faster. This will help your operators tackle frequently asked questions posed instantly and get back to other chats at hand. This is one way to improve their live chat handling skills too.<\/p>\n\n\n\n \u261d<\/b> Integrate Knowledge Base to Live Chat<\/strong><\/p>\n\n\n\n \u201c<\/span>Live chat integration with a knowledge base tool can result in up to 80% drop in customer support chats.<\/span>\u201d<\/span><\/span><\/span><\/em><\/p>\n\n\n\n Tweet this<\/span><\/em><\/p>\n\n\n\n Woah, now that\u2019s a catch for any operator who must be facing troubles managing multiple chats at the same time. If anything, it\u2019s a great solution for your business because you\u2019re helping your customers find an answer before they approach your brand for support.<\/p>\n\n\n\n\n
2. Stalling Resolution due to Weak Collaboration<\/strong><\/h3>\n\n\n\n
\n
<\/figure>\n\n\n\n3. Delayed Problem Resolution<\/strong><\/h3>\n\n\n\n
<\/span>How to Manage Multiple Chats<\/strong><\/span><\/h2>\n\n\n\n
1. Reduce Customer Wait Time with Canned Messages<\/strong><\/h3>\n\n\n\n
<\/figure>\n\n\n\n<\/figure>\n\n\n\n\n
Read More: <\/strong> Tips to Achieve Zero Wait Time Using Live Chat<\/a><\/pre>\n\n\n\n
2. Tackle Commonly Asked Questions with Knowledge Base<\/strong><\/h3>\n\n\n\n
<\/figure>\n\n\n\n