Live Chat Support Training Course

Our Live Chat Support training course is only available as an in-house course. We can deliver the course as a face to face course and a live virtual online course in-house just for your business.

One Day Course | Delivered Just for Your Organisation | Delivered In-Person or Online

Live Chat Support Course – The Details

Flick through the tabs below to see all the details about our live chat support training course.

Course Highlights

Here’s some quick information about our live chat support course:

  • Delivered anywhere in the UK as an in-house course
  • Can also be delivered online just for your organisation
  • We work with you to make the course match your needs more closely

Course Aim

This live chat support course will introduce best-practice methods for using live help chat software.  The course will look at how to best use the system and how to ensure the customer or potential customer perceives the business as professional whilst using the chat system.

This session looks at how anyone can give exceptional customer service via live chat systems.

Course Objectives

By attending this Live Chat Support Training Course you will:

  • Know the benefits of using such a system to them, the business and the customers
  • Be able to identify the most frequent types of requests and questions they may and actually do get via the chat system
  • Know how to set the right tone with the person using the system, ensuring messages are not misunderstood or taken in the wrong context
  • Have agreed acceptable canned (pre-stored)responses to use with the system, and when to use them v’s articulated responses
  • Know when to move the chat to another communication channel such as telephone
  • Be able to assess and evaluate how effective the chat was

Course Content

Here’s what we cover in our live chat support training course:

Online Chat v’s Other Support Channels

  • How does using chat compare to other support channels
  • Why will site visitors choose chat over calling?
  • What are the benefits of using the chat system
  • What are/will be the common requests and questions asked

Best Practice for Chat Support

  • What are the rules surrounding best practice for using chat support
  • Handling more than one chat session at a time

What to Say and What Not to Say

  • What words and phrases are acceptable to use in chat
  • Making sure your message isn’t taken out of context
  • Case studies to review

Canned Responses

  • What are canned responses and when to use them
  • What are the benefits and downsides of canned responses?
  • Agreeing a set of canned responses for your role/department/business

Skills Practice

  • Replying to some common questions via a chat system (both paper based and live chat (with a trainer) if the location has internet connectivity.

When you bring this course in-house, the content above can be tweaked and changed to meet the needs of your team.

Download the Course Brochure

Download a copy of our live chat support training course brochure below.

Who Should Attend our Live Chat Support Training Course?

This live chat support training course is for anyone who interacts with customers via live chat or instant messenger.

If you want to:

  • Know how to deliver great customer service via live chat
  • Know the do’s and don’t and common pitfalls when delivering service via live chat/li>
  • Increase your ‘first chat resolution’ numbers
  • Understand best practices and etiquette for interacting with customers on live chat
  • Know more about the challenges you may face with live chat
  • Have a better understanding of the benefits of live chat

Then this live chat support course is for you.

The course is suitable for people of all levels and in all roles and industries.

In-House Delivery

A 1 day training course with one of our highly experienced trainers at your location or online. You also get

  • Course materials for each delegate to take away
  • A course certificate
  • Reporting on delegate evaluation
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer

Have Some Questions?

Here are some of the common questions we get asked about our live chat support training course:

Our live chat support courses are delivered by our friendly and highly experienced trainers. We live and breathe what we talk about in these sessions as we use most of the tools and techniques ourselves on a daily bases and bring this real-world experience into the session and the examples that we use.

Many businesses today are turning to Live Chat Support as a further channel of communication for their customers. We don’t always recognise that the same level of customer service standards should still apply online as they do in face to face interactions.

When mistakes are made, customers hold on for longer than necessary or where poor spelling and punctuation exist, customers will leave with a bad impression of the company. If not managed correctly, live chat can have a negative impact on your brand and company.

There are too many platforms out there for us to look at these in the course. The course focuses much more on soft skills than technical platform skills. That said, we have researched a lot of these so are happy for you to ask us any questions you have during the course.

It’s a mindset change more than anything. Because it’s instant messenger, some people treat it like they are chatting with their friends online. It’s easy to fall into that mindset. You get time to think and read back over what you write with emails. With live chat, there is added pressure as we know the customer is there waiting for us to reply.

Yes. We have lots of articles about live chat support in the customer service section of our blog.

Open Online Course

We currently only deliver this live chat support course just for your organisation. We can do this in-person at your office or a location of your choice or as a live virtual training course. We can deliver this via Zoom, Teams, Webex or any other platform that you are currently using and comfortable with.

Here are the most recent reviews that have been left for our Live Chat Support Training Course. If you would like to see more detailed reviews then please get in touch and we can pull some data from our course evaluations together for you.

Get a Quote

Bring this Live Chat Support training course in-house and train your team together at the same time.

  • Delivered online or in person at your business premises
  • Course content can be tailored to your specific requirements

Complete the form below to get a personalised quote from a member of our team.

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Would they all be attending in the same group or split across smaller groups?