Chat Skills
Leading successful CX teams with Chat
SATRDÉ provides soft skills training for chat agents. We crafted an online LMS training course specifically for the reason of alleviating fears of utilizing chat as a channel for customer service. This course is dedicated to instilling confidence in your agents who have never utilized chat before.
o Be able to identify the most frequent types of requests and questions your customers ask via Live Chat
Learning Outcomes:
o Learn the benefits specific to each channel of customer support service to both the customer and the organization
o Be able to identify the most frequent types of requests and questions your customers ask via Live Chat
o Know how to set the right conversational tone with each customer, ensuring messages are not misunderstood or taken out of context
o Have agreed acceptable canned response to use during a Live Chat session, and when to use articulated responses
o Know when to move the Live Chat to another communication channel such as telephone, or even video call
o Be able to assess and evaluate how effective each Live Chat session was for the customer, and what you can learn to improve your Live Chat skills.
