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People who have a customer support job in a live message chat, how is the job and how much money do you make?
Main Post: People who have a customer support job in a live message chat, how is the job and how much money do you make?
Top Comment:
Did it for a brief period of time for Verizon Fios. It was awful. I made $9 an hour I think.
Chat customer support agent, is it a stressful and hectic job?
Main Post: Chat customer support agent, is it a stressful and hectic job?
Top Comment:
Customer service is hectic. There is no customer service job where you could expect to be able to slack consistently.
Sometimes there are periods when no one is calling/chatting/emailing. They are not consistent, and to the extent that they are less people are scheduled to work during those times so that they become not so.
LPT: When using online chat Support (customer service), the agent can most likely see what you’re typing as you do.
Main Post:
I worked in online customer service/support for about 10 years. Always was professional and legitimately was trying to help all I could. I can’t even tell you how many times the customer on the other end would start to type expletives, very rude comments, etc ...and deleting it before hitting send, and re typing some very kind reply - completely unaware I just was watching what they were originally saying.
Most support people are there to help, probably aren’t getting paid enough in respects to how much they help the business save, have usually non acknowledged jobs, and are really nice people limited to what they can budge on in a dispute.
But no matter what the situation, just remember they most likely know what you’re typing before you hit send 😀
Top Comment:
They barely read what I send, I’m not too worried about them reading what I’m typing.
Me: I need to update my address.
Chatbot: Welcome! It sounds like you want to find tech support to log in. Here are three links that might help.
Me: No, I’m already logged in, that’s how I started this chat. How do I change my address?
Chatbot: I’d be happy to help. Are you moving? Utah is lovely this time of year.
Me: What? I’m sure it is. But I already moved. Now I just need to update my address. You sent my last package to my old home.
Chatbot: It sounds like you could use a representative, let me get somebody.
Transferring to live representative...
Chat ended.
Rate us in our customer satisfaction survey!
Is Chat Support Better?
Main Post:
I have a chance to take a job that's only chat support instead of back to back calls. It's 2 dollars less which sucks and not wfh, but being on the phones and never knowing if I'll be yelled at or not is not good for my mental health. I work for a bank cc now and really only get about 2 or 3 angry people a week that escalate or get bad enough that I cry. I would love a job not dealing with the public but with a physical disability and mental issues, there's not a lot I can do.
Top Comment: I have a chance to take a job that's only chat support instead of back to back calls. It's 2 dollars less which sucks and not...
Does anyone have advice for a newbie chat agent? I’m struggling.
Main Post:
I scored a very well paying live agent job. The work isn’t too difficult but there’s a lot of details that are hard to keep track of if you’re handling 3-5 at the same time. Which isn’t a lot if you compare it to other places but it’s still hard.
It’s my first time in this type of position. been working here 1-2 months. I’m getting the hang of it tho there’s always a scenario I have zero clue about.
I’m starting to think I’m just not capable of switching tasks really fast and retain info from each chat because I constantly forget who wants what and what information I already put down.
Any tips are greatly appreciated please.
Top Comment:
How is your screen set up? Do you have the option to take notes? If so, and if this is possible, I would arrange your screens so that each note (most windows machines have a post it note app, or just open a word doc, or even could get physical post it notes and stick them to your monitor frame under each particular chat) lies under each chat. Then you can glance down at your notes quickly to refresh your memory.
Mostly I would say to give yourself a break. 1-2 months is not a long time to learn a new job. You will get more comfortable as you gain experience and that will help your speed naturally.
How are these 24/7 online chat reps getting their jobs?
Main Post:
You see them on nearly all major software sites now, click the bottom right corner and you can chat with someone.
How do i get a job like this? I never see it advertised but it seems pretty ideal for me.
Top Comment:
Lots of companies hire these types of jobs remotely. Some companies have dedicated "online chat" roles and sometimes that's just one responsibility of a customer service rep.
Check out these companies for online CS rep openings.
LPT: Live support chat systems allow the business to see what you're typing in realtime, so only enter text you're 100% comfortable with.
Main Post:
Almost all support live chat systems provide a "Sneak Peek" feature that allows a customer support agent to see what you're typing in realtime before you submit. This can work against you if you're negotiating a resolution and type something (however brief) that gets taken the wrong way. Keep your in-progress thoughts outside of the chat!
ChatPirate
LiveChat
Salesforce
SnapEngage
Edit: vendor links
Top Comment:
I've wondered about this. I've typed out rage responses then edited them into calm responses before sending, support agent was probably laughing at my dumb ass.