What are Live Chat Agents and How Do They Work?

Live Chat Agents are now a crucial need for website owners to increase lead conversions and sales. Also, website owners now recognize Live Chat Agents as an essential part of improving their customers’ services.

If your Live Chat Agent has served him well and he’s satisfied; a satisfied customer will always go back to your site. These recurrent visits will eventually turn into lead conversions and projected patronage of your services and products.

What are Live Chat Agents?

Live Chat Agents are well-trained individuals, who act as the information desk on a website. With the use of Live Chat apps, the Agents engage the website’s visitors with regards to their concerns, questions and issues.

They act as the manager. Hence, they communicate with customers and later on report the results to the owner.

You can rest assured that your website is functioning well, even without your online presence, for as long as the Live Chat Agents are there.

Wouldn’t that be a refreshing change of working strategy? Work less but earn more.

How are Live Chat Agents trained?

The Agents have a general training on dealing with customers; on chat etiquettes and manners; and on how to conduct question and answer sessions.

Then they are trained according to the type of website that they would serve. Here are the general steps that Live Chat Agents undergo.

Step #1 – The dedicated account manager gathers the information about the website.
As soon as a new account signs up, the manager communicates with the owner of the website and gathers all the basic information needed to answer the probable questions of the website’s visitors.

The website owner cooperates with the account manager in this endeavor. You can then inform the trainer of your preferences.

Step #2 – The account manager trains the Live Chat Agents.
The dedicated account manager trains the Live Chat Agents, focusing on the requirements of the website that they will be assigned to man. The Agents can be answerable not only to the company, but also to you, as the website owner.

Thus, you can inform them of any preferences you have, or any aspect that they should focus on.

Step #3 – A mock chat is conducted.
After the specified training, a mock chat may be conducted depending on the assessment of the manager. If the manager believes the Agents can perform efficiently without the mock up chat, then the Agents go live in action on your site.

Step #4 – The Live Chat Agents are released to their respective websites.
The Agents then engage visitors on your website and interact with them. They respond to the visitors queries and motivate them to increase your conversion rates. There can be a team of 6 or more rotating Agents for your site.

This will depend upon the requirements of your website. Therefore, there may be a different Agent during the days of the week. They need to sleep too.

Step #5 – The performance of the Live Chat Agents is evaluated.
Regular evaluations of the performances of the Live Chat Agents are done, and then summarized. You will be provided a copy of all the chat transcripts between your customer and the Live Agents.

Through these steps, you would be assured that the Agents you hired are professionals, who have ample information about your website.

What are the duties of Live Chat Agents?

1. Welcome the visitors to the website.
The Live Chat box may pop up automatically, or the customer is given an option to chat or not. The Agent is the first person that receives the customer on the site. Hence, she must be friendly and accommodating.

2. Manage the information desk.
The Agent is responsible in manning the information desk. Thus, she inquires what the website visitor needs, and directs them on how to maneuver the site. They provide essential data, so that potential clients will learn about the advantages of the services and products your website offer.

3. Answer basic questions about the site’s products or services.
As mentioned above, they are your sales reps, who can answer basic questions about your products and/or services.

They can be trained to answer more profound questions about your services and/or products. You can answer the more difficult questions so you can communicate with your prospective customer. This will be up to you.

4. Contact you about potential leads and other vital information.
The Live Chat Agents have the responsibility to contact you or the manager about potential leads and other information that you need to know.

These are the main duties of your Live Agents. They have various minor duties related to these major ones. Nonetheless, the Agents will be manning the website in your stead.

When will the services of the Live Chat Agents be terminated?

The services of the Live Agents can only be terminated when you cancel your subscription, and if you have violated any of the policies of the agreement between you and the Live Chat Agent provider.

If you have a beef with one of the Agents, you may request an Agent change but you must provide valid and proven reasons.

However, the Agents would listen to you because they’re trained to do so, as you’re the owner of the website.

Depending on the plan that you purchased, they work 24/7 for your website. For basic packages, which are cheaper, they usually work for lesser hours.

If you’re hesitating because you think they are expensive, you can put your worries to rest; they’re actually affordable.


When you hire Live Chat Agents, they will work for you as competent professionals, who would manage and man your website – according to your instructions – 24/7.

Now that you know what they are and how they operate, you may want to take your website on a whole new level by utilizing these well-trained and highly-skilled Chat Agents.

Don’t miss the chance to adopt this innovation in order to provide your clients an incredible customer service on your website.