Here is a simple way of avoiding awkward silences on webchat.
It is all too easy for an agent to leave a customer in “awkward silence” while they look for an answer to their question.
Remember, it isn’t like a phone call where customers can hear agents tapping away. If no one is ‘currently typing’, the customer may worry that the agent has left the chat.
Avoid these “awkward silences” by asking your agents to post stock phrases like “I’m just looking into that for you” before they start looking for the relevant information.
This will help your agents to manage your customers’ expectations, so they don’t get frustrated and leave the chat.