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Live Chat for Customer Service
Tool Overview
Why it matters!
What is live chat and why is it critical for online business?
The essentials of the top 5 live chat tools
In summary
Standard greetings and chitchat
Why it matters!
Overcoming the fear of speaking to foreigners
Getting a live chat conversation started
Keeping the conversation professional
In summary
Scripts for efficient service
Why it matters!
How can scripts be helpful?
Helpful ticket system and knowledge base (KB)
Typical vs outstanding live chat conversations
In summary
Grammar, spelling, sentence construction
Why it matters!
How customers generally expect CSRs to communicate over live chat
How to keep a live chat conversation professional
Why should you mind every word you use in your live chat conversations?
Real-life examples of live chat conversations with good and bad use of language
In summary
Handling unhappy customers
Why it matters!
Stay professional even in unpleasant situations
Make sure exactly when you should apologise to customers and how
Further learning resources
In summary
Kickstarting a sales conversation
Why it matters!
How to sell over live chat?
Are chatbots helpful in a sales conversation?
In summary
Tracking time and ROI on live chat
Why it matters!
How to track time and ROI to prove your value as a live chat CSR to your employer
Get familiar with how employers can track your performance
Which metrics actually matter
In summary
Don’t neglect the essential skill that can make or break your CSR career
Why it matters!
Why typing speed matters
How is typing speed measured?
The benefits of mastering this underrated skill for your CSR career
How to get better at typing
In summary
Let's see what you've learned
How customers generally expect CSRs to communicate over live chat
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