Live Chat Support Training Course

Our one day Live Chat Support training course will show you best practice, tips and techniques to deliver high-quality customer service via live chat.

Live Chat Support training course
Course Delivery Options

Public Open Course
Delivered as a virtual online course
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For Your Team
Delivered as a virtual online course or at your business
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Course Overview

Here’s all of the details you need about our Live Chat Support training course. Click the tabs below to see more details. We’re here to help if you have any other questions. You can see all of the ways to get in touch on our contact us page.

This 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 what anyone can do to give exceptional customer service via live chat systems.

Those who attend this Live Chat Support Training Course 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

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.

Download a copy of the Online Live Chat Support course overview by clicking here

Public Open Course

Our Live Chat Support course is run as an open course. The course is delivered as an online virtual training course.

The course is fun and interactive with plenty of opportunity to practice the skills from the course.

Live Online Virtual
£195 + VAT per person
Group discounts available
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Bring This Course In-House

We can deliver this Live Chat Support training course as an in-house course for your business. We can deliver this as either a virtual online course or in person at your organisation. To find out more about how in-house delivery works and to get a quote, click below.
In-House Course Details
Reviews

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