Online Live Chat Support Training Course
Our one day online Live Chat Support training course will show you best practice, tips and techniques to deliver high-quality customer service via live chat.
This online 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.
Those who attend this online 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
Here’s what we cover in our Online 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
- 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
£195.00 + VAT
£185.25 + VAT
3 + Delegates
£165.75 + VAT
9.30am to 4.00pm
Price per delegate. Includes delegate course materials.
You can see the full schedule of open courses that we deliver by clicking here.
The reviews below are submitted by past delegates who have attended our Online Live Chat Support training course. If you would like to see more then please get in touch. We can pull together some feedback from our evaluation forms to help you make a more informed decision about this course.
Engaging and thought provoking throughout, Lynne gave a fascinating insight into the mind of the customer and the chat operator, plenty of useful tools to take into my new career! Well worth the time Read More
-Kate Skelton – 17th June 2020 – Online Live Chat Support Training Course