Your website is full of possibilities, and you’re the one who helps customers unlock them. Choosing a car, exploring options, or applying for financing can be exciting, but also a bit overwhelming. That’s where you step in! As a chat agent, you’re not just answering questions – you’re guiding people through the journey, step by step. Like a personal shopper in a premium store, you make the experience smooth, clear, and truly enjoyable.
Your website is full of possibilities – and you’re the one who helps customers unlock them. Choosing a car, exploring options, or applying for financing can be exciting, but also a bit overwhelming. That’s where you shine. As a chat agent, you’re not just answering questions – you’re guiding people through the journey, step by step. Like a personal shopper in a premium store, you make the experience smooth, clear, and even enjoyable.
From Director to Companion
Modern websites, especially in the automotive industry, are filled with interactive but potentially confusing tools. Car configurators, financing calculators, and trade-in value estimators are powerful, but they can also be points of failure. A single confusing step or technical glitch can cause a customer to abandon the process and, with it, a potential sale.
This is where the agent’s role evolves from a simple conversationalist to a hands-on guide. Their job is to be a safety net. They monitor the customer’s journey and are ready to intervene at the first sign of trouble. Instead of just telling the customer what to do, they can show them. This level of support does two critical things:
- It dramatically reduces friction: By actively helping a customer overcome a hurdle, you prevent the frustration that leads to website abandonment.
- It builds immense confidence and trust: A customer who has been expertly guided through a complex process feels supported and valued, creating a powerful positive association with your brand.
Guidance in Practice: Navigating Together
Let’s look at how an agent can transition from giving instructions to providing active guidance.
Scenario 1: Trouble in the Configurator
- The Standard Response:
Customer 3:05 PM
Agent 3:06 PM
This answer is correct, but it requires the customer to go back, find the right tab, and select the right option. There's still a chance they get lost.
- The Guide’s Response:
Customer 4:10 PM
Agent 4:11 PM
The agent not only explains the 'why' but also does the work for the customer, providing an instant, frictionless solution.
Scenario 2: Offering Ultimate Assistance
- Context: A customer is expressing general confusion about the online financing application process.
- The Standard Response:
Agent 5:05 PM
- The Guide’s Response:
Agent 11:11 AM
The agent offers the highest level of guidance, making a complex process feel easy and secure.
Your Guidance Toolkit in LiveChat
- Sending Files and Links: This is the most fundamental guidance tool. Instead of telling a customer to “go to the support page and find the article on warranties,” an agent should find the article and send the direct link. Train your team to use links, PDFs, and screenshots to provide instant clarity and reduce the effort required from the customer. You can learn more here: Sending files through chat.
- Co-Browse: This is the ultimate guidance feature. Co-Browse allows your agent to view and interact with the web page the customer is on, in real-time, directly from the LiveChat application. They can click, scroll, and type on the customer’s screen, guiding them through any process. It is secure by design-sensitive customer data in form fields is automatically hidden from the agent’s view. This is the closest you can get to sitting next to your customer and helping them in person. Learn how to use it here: Co-Browse.
How can you ensure your agents are using these powerful guidance tools when they’re most needed? As a manager, you can’t be in every chat. But with Super Vision, you can have a bird’s-eye view and provide real-time coaching.
Imagine you see a chat where a customer is clearly struggling to describe a problem on your website, and the agent is trying their best to understand through text alone. This is a perfect opportunity for coaching. Using Super Vision, you can send a private “whisper” to the agent:
“This seems like a great time to use a more powerful tool. Offer the customer a co-Browse session to solve this quickly.”
This not only helps the current customer but also trains the agent to recognize future opportunities to use co-Browse. It helps you, as a manager, promote the adoption of best practices and ensure your team is leveraging its full toolkit to provide the most supportive, guided experience possible.
Your website shouldn’t be a maze. With proactive chat agents equipped with the right tools and coaching, it becomes a guided tour, ensuring every customer feels confident and cared for, every step of the way.
