Due to the simple nature of the majority of these inquiries, chat agents predominantly answer questions using predesigned templates located in the company knowledge base. These scripts are written around commonly asked questions and provide accurate, professional responses that agents can simply copy and paste. This allows chat agents to correspond with multiple customers at one time without leaving them waiting for an extended period of time.
If for some reason these predesigned templates are insufficient, agents can again return to the knowledge base if necessary to personally address any additional questions that the customer may have. The key to tech support chat is to offer customers information regarding their inquiry as quickly as possible while maintaining professionalism and accuracy of information.
Telegenisys starts within days to provide 24/7 level one support. From there we extend your knowledge base to handle an ever increasing proportion of problems. Throughout the time we offer support for your product we will continue to build a knowledge base of potential problems and their solutions.