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.
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
