In order to provide a great customer service experience, there are a few basic rules that you need to apply so that your customers are and stay happy.
1. Train your agents well
The first thing to do is to train your agents well - they need to know your product very well and be able to answer all of the customers' questions and help them with any issue they might be facing. They need to know your policies and how you proceed in different situations.
2. Follow the customer service etiquette
All of your agents need not only to know your product, but they also need to know good customer service etiquette. They need to be friendly, show empathy, be polite, and appreciate the customers. That is still possible even though the conversation will not be face to face.
3. Dealing with angry customers
It is very important to teach your agents how to deal with angry customers so that they turn the situation in the right direction for both the customer and your company. They need to know how to retain angry customers so that they tell about the "bad" experience in a good way because they will be happy about how well the situation was handled.
4. Provide fast customer service
Speed is very important nowadays so teaching your agents to provide fast customer service is crucial. People don't like to wait and they want their query to be resolved as soon as possible and if your agents are able to provide that, it will definitely be noticeable. A good way to do that is training them in fast typing with type speed tests and teaching them how to properly use quick replies.
5. Follow your agent's performance
It is also very important to regularly check your agent's performance and have ongoing training. You need to know what are the strengths and weaknesses of each of your agents and what they need to work on to be better. You can check the agent’s reports such as Average First Response time, Customer Satisfaction, Average chat duration, etc. in the Chats section of the Manager’s Environment.
You can also have more experienced agents checking other agents' chats and give them feedback on their performance. This will assure much better performance and higher customer satisfaction.