Live Chat Support Training Course

Course Aims

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 what anyone can do to 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.

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.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced live chat support trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

In-Person & Online In-House

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

Many businesses today are turning to Live Chat Support as a further channel of communication for their customers. What we don't always recognise is 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 holding 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 the soft-skills rather than the 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 mind-set. With emails, you get time to think and read back over what you write. With live chat, there is an added pressure as we know the customer is there waiting for us to reply.

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