oday, the use of Text Chat/Live Chat conversations is growing amongst the Contact Centre industry as Customers continue to use different channels to engage with your business whether it’s through a live chat software on your website, SMS, Facebook, WhatsApp and so on.
Unlike voice conversations which have their own set of skill requirements, there are some unique considerations for handling Customers who choose to use Live Chat or Text Chat to contact your organisation.
As this form of contact is in writing, most organisations are highly sensitive with regards to protection of their brand and image, as well as overall courtesy and writing skills.
In this Live Chat Customer Service training course, we address the role of Text Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality, the 10 Golden Rules of Live Chat and an overall 4-Step structure to ensure enquiries are handled with finesse.
If you are currently handling Text Chat or are thinking of introducing this channel – this course is designed for you and your Team!