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.

Course Delivery Options

Online Public Open Course
£195 + VAT per person
Group discounts available
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For Your Team
Delivered Online
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Looking for our 1-day classroom based course? You will find this by clicking here.
Course Overview

Here’s all of the details you need about our online Live Chat Support training course. 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 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

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

Download a copy of the Online Live Chat Support course overview by Download a copy of the online assertiveness skills training course overview by clicking here.

Training Course Schedule

Here’s our current online Live Chat Support training course schedule. To book, select a date below and click Book Now. We’ll send the details of how to connect to your course a few days before the course date.

1 Delegate
£195.00 + VAT

2 Delegates
£185.25 + VAT

3 + Delegates
£165.75 + VAT

Timing
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.

Please note. Our pricing is per person and not connection. As such, buying one space extends one person to take the course. If we suspect that more than one person is using a connection when only one place has been purchased, we reserve the right to terminate the connection without refund.

Please book the correct number of spaces for those taking the course.
Bring 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

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.

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Livechat 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 and money invested!

-Kate Skelton – 17th June 2020 – Online Live Chat Support Training Course