Chat support roles: a new age career

We are all the inhabitants of the ‘always connected, always on’ digital world where instant conversations and immediate, pervasive access to information have become the norm. We use instant chat apps more than we talk. We have become expert communicators conveying complex emotions with a mere push of emojis.

Whatever we care for whether it is global fashion, food, cinema, music, dating, travel information is just an app away. Alexa, Siri and Google Assist are our new ‘aides’ who can be summoned anytime anywhere.

We are buying and selling, renting and returning online, and we do it with panache. Ease of payments through mobile wallets has fuelled our digital appetite and eCommerce even further.

This digital-first approach probably signifies the most important change in consumer behaviour. Whether researching about a product or service or buying and seeking after sales service, we now begin our journey online, on our connected digital devices. It seems obvious that we would rather chat with a virtual or human customer service agent (seamlessly continuing our digital journey),than pick up the phone to reach the call centres.

Brands too have noticed this change in the way consumers want to connect or would like to be reached by them. Naturally then the digital chat channel where the agents address customer queries through a chat interface (so familiar to us!) is becoming a key part of the brands’ customer engagement strategy and have led to the emergence of an exciting career opportunity, that of a Digital Chat Agent.

So who is this Digital Chat Agent? She is someone who straddles the millennial generation and the Gen Z, which is next in line to enter the workforce. The Digital Chat Agent owns online customer journeys and creates moments of joy along the way.

Picture Nisha, an average 20-22 year old who is hooked on to her smartphone or tab. Her fingers move swiftly on the touchscreen. She toggles between multiple apps with ease.

An intuitive multitasker, she devours the latest videos, posts pictures on her Facebook profile and shops for a pair of jeans all at once. She believes technology can find a solution to every question or a challenge life throws at her.

She is sensitive, confident and always ready to learn and explore new things. She and lakhs of youth like her form the thriving global digital community. She is everything that a Digital Chat Agent is – a tech lover, a problem solver, and a quick thinker.

As a Digital Chat Agent, what can Nisha expect in return? While competitive sala­ries, benefits, perks, learning opportunities and quick gro­wth for performers are a given, she will receive early exposure to the corporate world, an opportunity to work for Fortune 500 global brands and leverage their skills productively.

She will work with the leading-edge technologies that make her more effective and efficient. She will help the chatbots become smarter. She can move up the corporate ladder quickly by honing her skills on the job and through various career development initiatives enterprises offer today.

Demographic advantage
In India, we have a clear demographic advantage and there is no dearth of people who have good English writing skills, technological aptitude, ambition to build a strong career and a solid ‘can do’ attitude.

In fact, according to the Economic Survey by the Government of India, the country is poised to become the youngest by 2021, with 64% of its population in the working age group of 20-35.

All that the likes of Nisha need to do is orient themselves to this new career opportunity. Before they consider applying for such a job profile, it is advisable to enhance writing skills by brushing up grammar, get more familiar with global trends, develop cultural awareness, and improve multitasking abilities.

The Digital Chat Agent
roles are a window of opportunity for lakhs of youth like Nisha and can help them jumpstart their careers in these high impact roles. As Digital Chat Agents, they will be at the forefront of digital conversations and play a critical role in protecting and enhancing reputation of iconic global brands.

And with the burgeoning digital tide, the digital chat support opportunities will only continue to rise, offering an exciting career option for our youth.

(The writer is Vice President & Head — HRD, India & Americas, [24]7 Inc)