The job of a live chat agent is all about having text chats with customers, right?

Well, yes...but your role doesn’t have to end there. Many organizations offer support using not just live chat but also email, phone, and social media. If you are open to giving support over multiple channels, you can increase your work choices.

You will also add some variety to your day. Swapping from text chat to a phone call—then responding to social media posts—is a great way to keep your job exciting and fun. 

If you are prepared to talk to customers on the phone, you will find that many new opportunities open up. And once you’ve been doing live chat for a while, it’s a small step to take. 

You already know most of what you need to do the job well. You are familiar with your company’s products and services and are up to date with the Knowledge Base. You’ve learned how to deal with every situation likely to arise, plus you know how to fit in the team.

So all you have to do now is put on your headset and start your first voice chat. You may find the first call a little scary, but after that, it will get easier. 

Many customers prefer to communicate using email only, so your employer may well offer an email option for getting in touch.

In most cases, a ticketing system will be used. Emails will be converted into customer service tickets. This method makes it easy to keep track of a conversation with a customer so that nothing slips through the cracks. All you need is some basic training on using the ticketing system, then you are ready to go. 

One advantage of doing email support is that you don’t have to conduct real-time chats. That makes it easy to balance multiple conversations without driving yourself crazy. 

Many organizations provide support over social media, especially if they are addressing a younger audience. This is another opportunity to add another string to your bow and tackle a different kind of customer service.

Twitter is the most popular platform for providing social media support, although other networks may be used. Companies will scan for tweets about their company or products and respond appropriately.

Because tweets are public, it’s imperative to deal with them professionally. For example, airline JetBlue was quick to respond when a customer had a problem. 

During a four-hour flight, Esaí Vélez’s seatback TV gave him nothing but static—while the rest of the passengers had normally functioning screens. He tweeted a complaint to JetBlue.  

How did JetBlue respond? While they could have made an excuse or even ignored his tweet, they didn’t. They took his side and empathized with him:

“Oh no! That’s not what we like to hear! Are all the TVs out on the plane, or is it just yours?”

When he confirmed it was just his TV that was out, they responded:

“We always hate it when that happens. Send us a DM with your confirmation code to get you a credit for the non-working TV.”

The result? Just 23 minutes after his complaint, he tweets: “One of the fastest and better Customer Service: @JetBlue! Thanks and Happy Thanksgiving.”

Becoming a live chat agent opens the door to lots of possibilities. Of course, you can stick to live chat only if you prefer. But if you are open to other options, the world is your oyster.