Customer Service: Serving Customers Through Chat and Text

Course details

Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service.

Learning objectives
Asking questions that solve problems
Switching channels with ease
Handling delays
Managing your response length
Blending templates and free text
Writing in your company’s brand voice
Pushing content that boosts sales

Concepts

Engage Customers on Their Channel

01 - The difference between chat and text

1. Do More Than Answer Questions Solve Problems

02 - Ask probing questions
03 - Confirm the customer understands
04 - Know when to switch channels

2. Control the Conversation

05 - How to open and close the chat
06 - Handle delays with grace
07 - Cue the customer you're keeping track of the conversation
08 - Manage the length of your response

3. Blend Templates and Freetext

09 - Use templates in specific customer service situations
10 - Freetext to make chat efficient and authentic

4. Use a Conversational Tone

11 - Match the customer's level of formality
12 - Write in your company's brand voice
13 - Use emojis and abbreviations

5. Push Content That Boosts Sales and Provides Service

14 - Push links, videos, and self-service content
15 - Write customer service chat that sells

Conclusion

16 - Next steps