Agent Support, Live Agent Support

As distinguished from self-support or virtual agent support, live agent support involves a human agent dealing directly with a customer. In robust, full-spectrum support implementations, people seeking assistance are first offered the option of trying to resolve the issue using self-service methods, and are smoothly escalated to live agent support only when the first option doesn’t produce a satisfactory outcome. “Smooth escalation” means that the caller does not have to repeat the problem to the live agent, and the live agent won’t ask the caller to repeat steps that he’s already tried.

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