How your team size is linked to customers' satisfaction?

One of the best features of live chat software is its multiple chats feature. By allowing one operator to handle multiple customers at a time, this feature reduces recruitment expenses along with making customers' management easy. But, many companies exploit this feature and hire a team of very few greeters in order to cut their costs. While this practice does work in this regard, a smaller team of chat operators might lead to a decrease in customers’ satisfaction rates and a poor live chat performance. There are many companies providing live support services in UAE that focus on cost reduction because of which they hire a few operators, hence neglecting customers' satisfaction, which is a wrong practice because:

More operators means more attention
Multiple chats might improve the average response time of your customers, but it can decrease the resolution rate of your organization. The reason for this is that handling multiple customers simultaneously divides the attention of the operators, because of which they cannot completely focus on the customers' issues. When you would not solve customers' queries - the key reason why customers contact you, they would be disappointed. On the other hand, when your operators are able to focus on customers’ issues, they will be able to resolve them better, leading to an increase in customers' satisfaction rates.

Handling multiple customers will decrease the efficiency of the operators

With a lot on their plate, the performance of your operators will obviously be affected. And, since your operators are responsible for making your live chat support work, a bad performance on their part will fail your live chat services. Not only will the multiple chatting decrease the resolution rate but will also not let operators guide the customers well. Chatting with multiple customers along with real-time monitoring and customer tracking will increase the stress of the operators. This will, then lead to a slow and weak performance. In short, chatting with more than 3 customers simultaneously will not only let your chat operators solve customers' queries effectively but will also not let them guide the visitors better. All of this will lead to customers' frustration and dissatisfaction.

For making live chat customer support work, it is very important that the operators give their full attention to the customers. Since multiple chatting divides the attention of the customer, your resolution rates will fall along with your customer satisfaction rates. So, whether you are providing live support services in UAE, UK, US or anywhere in the world, it is important that the size of your team is large enough to handle customers effectively.