Today, Customers continue to turn to online or digital support for everyday needs and questions.
Whether for sales, service or technical support, the Live Chat channel can fulfil many roles for the organization and our overall objective for this training program is to equip participants with a solid understanding of the Live Chat channel, its business objectives, typical uses, Customer expectations, best practices and measures of success.
Designed as an intensive hands-on workshop, Participants will map out and/or review their existing Live Chat strategies.
In this one-day session - which has been split into 2 sessions of 4 hours each - we cover the following modules:
1. Organizational Objectives for Live Chat
Each time a channel is inegrated into the existing mix of Customer contact points, an increasing level of resource and sophistication is required.
So it is important to establish and confirm the organizational objectives for Live Chat and ensure the program is designed in a manner that supports the business.
In this section of the program we will address all the major strategic objectives for Live Chat and work with participants to both articulate and document their own objectives. Because this is where the ROI and measurement of Live Chat success is - and any Manager is going to be asked to prove how successful Live Chat has been.
2. Customer Expectations for Live Chat
While establishing organization objectives is important, the other ‘side’ of the equation involves the Customer.
In this section we address the known and studied expectations that Customers have for the Live Chat channel to ensure that the needs of both the Organization and its Customers are met. And we openly discuss the enablers & barriers to delivering a Customer experience that meets and/ or exceeds objectives.
3. Developing a Customer Access Strategy for Live Chat
This is where we will spend most of our time.
In this section of the program we will workshop a comprehensive Customer Access Strategy related to Live Chat. The ‘CAS’ helps us bring our strategy to life and we will address, component by component:
- Customer Segmentation
- Reason Types / Passive or Reactive situations
- Wait Time Approach
- Hours of Operation
- Journey Mapping / Routing / Omnichannel considerations
- People Resource requirements for Live Chat (Training & Know How )
- Technology Resources requirements (what to look for in Live Chat)
- Knowledge Bases
- Integration & Reporting requirements (including effectiveness of the program)
By the end of this section, Participants will have a very strong grasp of what they need to do to either ‘fine-tune’ their existing program or implement a new program.