Live Chat Support Training Course

Do you want to know how to deliver high-quality customer service via live chat and learn about live chat best practices?

Our Live Chat Support Training Course will show you best practice, tips and techniques to deliver high-quality customer service via live chat. The course looks at best practice and tips and techniques to help deliver high-quality customer service to your customers who choose to use Live Chat Support.

This Live Chat Support training course is delivered as a scheduled open online training course or in-house just for your business. We deliver the course as a face to face course and a live virtual online course.

Live Chat Support Training Course
Interactive Sessions
We'll show you how to put the skills from your delegation skills course into practice
Practical Tools

Gain the right skills to deliver great customer service and support via live chat
Always Engaging

Our training courses have been designed to be interactive and engaging, no matter how you attend

Live Chat Support Course Details

Course Overview
Who Should Attend?
What You Get
Delivery Options

Course Aims

This live chat support course will introduce best practice methods for using live help chat software.  The course will look at how to best use the system and how to ensure the customer or potential customer perceives the business as professional whilst using the chat system.

This session looks at what anyone can do to give exceptional customer service via live chat systems.

Course Objectives

By attending this Live Chat Support Training Course you will:

  • Know the benefits of using such a system to them, the business and the customers
  • Be able to identify the most frequent types of requests and questions they may and actually do get via the chat system
  • Know how to set the right tone with the person using the system, ensuring messages are not misunderstood or taken in the wrong context
  • Have agreed acceptable canned (pre-stored)responses to use with the system, and when to use them v’s articulated responses
  • Know when to move the chat to another communication channel such as telephone
  • Be able to assess and evaluate how effective the chat was
Live Chat Support Tip
Don't try to deal with everything via live chat. Some things are better dealt with on the phone. List out what you will deal with by live chat and move to another channel when needed

Course Content

Here's what we cover in our Live Chat Support Training Course:

Online Chat v’s Other Support Channels

  • How does using chat compare to other support channels
  • Why will site visitors choose chat over calling?
  • What are the benefits of using the chat system
  • What are/will be the common requests and questions asked

Best Practice for Chat Support

  • What are the rules surrounding best practice for using chat support
  • Handling more than one chat session at a time

What to Say and What Not to Say

  • What words and phrases are acceptable to use in chat
  • Making sure your message isn’t taken out of context
  • Case studies to review

Canned Responses

  • What are canned responses and when to use them
  • What are the benefits and downsides of canned responses?
  • Agreeing a set of canned responses for your role/department/business

Skills Practice

  • Replying to some common questions via a chat system (both paper based and live chat (with a trainer) if the location has internet connectivity.

Download the Course Brochure

Download a copy of our Live Chat Support training course brochure below. 

Who Should Attend our Live Chat Support Training Course?

This live chat support training course is for anyone who interacts with customers via live chat or instant messenger.

If you want to:

  • Know how to deliver great customer service via live chat
  • Know the do's and don't and common pitfalls when delivering service via live chat/li>
  • Increase your 'first chat resolution' numbers
  • Understand best practices and etiquette for interacting with customers on live chat
  • Know more about the challenges you may face with live chat
  • Have a better understanding of the benefits of live chat

Then this live chat support course is for you.

The course is suitable for people of all levels and in all roles and industries.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced live chat support trainers. You also get:

  • A highly interactive online experience
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
  • A digital copy of the course materials from the course
  • A digital course certificate

In-Person & Online In-House

A 1 day training course with one of our highly experienced trainers at your location or online. You also get

  • Course materials for each delegate to take away
  • A course certificate
  • Reporting on delegate evaluation
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
Who Delivers Your Live Chat Support Training Courses?
Our Live Chat Support courses are delivered by our friendly and highly experienced trainers. We live and breathe what we talk about in these sessions as we use most of the tools and techniques ourselves on a daily bases and bring this real-world experience into the session and the examples that we use.
Why should I train my team on using live chat?

Many businesses today are turning to Live Chat Support as a further channel of communication for their customers. What we don't always recognise is that the same level of customer service standards should still apply online as they do in face to face interactions.

When mistakes are made, customers holding on for longer than necessary or where poor spelling and punctuation exist, customers will leave with a bad impression of the company. If not managed correctly, live chat can have a negative impact on your brand and company.

Do you look at live chat systems/platforms?

There are too many platforms out there for us to look at these in the course. The course focuses much more on the soft-skills rather than the technical platform skills. That said, we have researched a lot of these so are happy for you to ask us any questions you have during the course.

How does delivering customer service via live chat differ to face to face/calls/emails?

It's a mindset change more than anything. Because it's instant messenger, some people treat it like they are chatting with their friends online. It's easy to fall into that mind-set. With emails, you get time to think and read back over what you write. With live chat, there is an added pressure as we know the customer is there waiting for us to reply.

Do You Have Any Live Chat Support Articles I Can Read?

Yes. We have lots of articles about customer service and live chat in the customer service section of our blog.

Open Online Course

Our Online Live Chat Support course is an interactive live virtual course. The content remains the same but the delivery and approach has been re-imagined for the virtual environment. Our online training courses are delivered by Zoom.

In-House Delivery

We can also deliver this Live Chat Support course just for your organisation. We can do this in-person at your office or a location of your choice or as a live virtual training course. We can deliver this via Zoom, Teams, Webex or any other platform that you are currently using and comfortable with.

Here are the most recent reviews that have been left for our Live Chat Support Training Course. If you would like to see more detailed reviews then please get in touch and we can pull some data from our course evaluations together for you.

See All Reviews

Open Courses
Bring In-House
Attend our Live Chat Support virtual online training course
Want a Discount?
1 Delegate
2 Delegates
3 + Delegates
Join our live online virtual Live Chat Support training course from work or home for an interactive online learning experience..
Price per delegate and includes multiple person discounts.
When would you like to attend our online Live Chat Support training course? Pick a date below and click to book.
Bring this Live Chat Support training course in-house and train your team together at the same time.
  • Delivered online or in person at your business premises
  • Course content can be tailored to your specific requirements

Complete the form below to get a personalised quote from a member of our team.

Back to School

Book onto any in-person or online open training course before the end of Sept 2021 and get 20% off the course fee.

Just use the code SEPT2021 in the booking form

New bookings only. Terms and conditions apply. Cannot be used in conjunction with any other offer.
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Our Approach

No PowerPoint
Yes, you read that right! We’ve removed PowerPoint from our face to face training courses.

Instead we opt for more creative ways to deliver course content and create more discussions in our courses.
Always Interactive
No matter how you attend your course, we will alway ensure it's interactive and engaging.

Our courses are designed specially for the delivery method to ensure we maximise the tools available.
Less Theory, More Practical
We don’t spend time on theory. We’ll introduce it but focus more attention on practical tools and ideas that you can actually take away and use.

We’ll provide the theory in your course materials to take away with you.
Clear Pricing
Our pricing is clear. You’ll see the exact price of our open training courses on our site where these are available.

We’ll quote an all-inclusive price for in-house and bespoke work. You won’t pay a cent more than we quote you.

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Revolution Learning and Development Ltd
3 Balkerne House, Balkerne Passage
Essex, CO1 1PA, UK

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