Getting the best out of Live Chat!

Live chat (or web chat) is one of the fastest growing communication channels and is loved and used by customers on both mobile and desktop interfaces.

Accelerating in value as a tool for both sales support and customer service, it has proven effectiveness for increasing sales, handling queries and signposting to self-help and other channels.

It is a cost effective solution that meets customers where they are; online.

The skills your teams need to be able to use live chat effectively include their ability to type quickly and accurately, to hold multiple sessions with style flexibility, and to be able to chat in the voice tone of your organisation. Advisers need to anticipate customer needs, make suggestions and build rapport through instant text based communication.

There are a number of strategic decisions and investments to be made if Live Chat is to work successfully.

The knowledge management system that advisers access needs to be fast and well populated. There is nothing worse than a customer knowing more than the adviser. Interaction history and customer profile are useful to the quality of the conversation  and the empowerment of advisers to make decisions as needed and to solve customer problems is key.

Cost Effective

We are always keen to discuss metrics with you to demonstrate and guarantee maximum return on your investment from working with us.

The Course

In this bespoke session we explore how your unique organisation can ‘Get the best out of Live Chat!’

Interactive

This is an interactive session so come prepared to discuss and practice your skills in a safe, friendly and fun environment. It’s the best way to learn and the day will fly by!

Duration

This is a 1 day course

Time

9.30am until 4.30pm

Where

Venue of your choice

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