Most of the customer service agents are trained in a way that they know most of the scenarios that they might have to face and handle all the customers and queries that they have to cater. But when you are new in this field and are not sure about anything that is technical and related to most of the issues you have to deal with the customers as well as when you are operating the system. In Australia, it has been observed that when a person gets into the field as a Virtual Chat Agent He can easily learn with the help of other Live Chat Agents working in the same team or else he or she could easily get materials and training from an institute or through online resources.
A Live Chat or Live Support is not a joke at all, rather it needs proper communication skills and ability to understand others. Also, they need to understand why Website Live Chat is being used. You may see various services including LiveAgent, LivePerson and zopim, which are involved in Live Online Chat and Live Help and how they manage the bulk queries without any issues.
If you are not sure, how you start working and manage huge customer queries, then you may get yourself prepared.
Here are some important things you can do:
Always prepare yourself before you joined the live support and make sure, you know all the various tactics to handle various kinds of situations that may come due to the overwhelming queries and customers who are trying to contact live chat agent.
Also, you must understand what you'd feel if you are not answered or if you don't feel satisfied with the customer support.
Never try to put emotion to work. It is always better to have all the situation handled with great care and without any emotion of anger, fear and humiliation. This will help you get a better control over the queries coming in.
Make sure you get proper training and learn how you become a chat agent and this will help you get more exposure and work. You can implement the personal as well as learned tactics.