ONLINE CHAT SKILLS

Practical, easy to understand training videos

Provide efficient, impressive service online - and convert leads into customers!

Introduction

Using Canned Responses

Are You Real?

Respect Their Choice Of Communication

Answer One Question At A Time

Display Some Personality

Use The Chat Transfer

Convert Customers With Online Chat

Congratulations

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Why Learn Online Chat Skills?

Some prefer to speak online, and although this can be effective and efficient, it can also be frustrating for both parties if the Online Chat agent is untrained. Find out when to use canned responses, how to properly respond to multipart questions and much more, with Online Chat Skills.

Each of our 9 video lessons covers a different aspect of Online Chat Skills. See below for the full topic list.

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Topics included in Video Lessons

Introduction (00:48)

Some of us prefer to speak online, and although this can be effective and efficient, it can also be frustrating for both parties if the Online Chat agent is untrained. Find out when to use canned responses, how to properly respond to multipart questions and more with Online Chat Skills – your customers will love you for it!

Using Canned Responses (02:05)

First impressions are important regardless of the situation. Online chat is no different, so make sure you know how to respond when a customer engages you online.

Are You Real? (01:46)

I think therefore I am... If a customer asks you if you’re real, you don’t need to go all philosophical on them! Just use this simple tactic.

Respect Their Choice Of Communication (02:06)

It’s not a game of poker - you don’t need to raise the stakes. If a customer prefers online chat, then communicate via online chat.

Answer One Question At A Time (02:08)

Fancy yourself as an expert juggler? Save it for the circus. When using online chat no one’s impressed when you try to answer more than one question at once.

Display Some Personality (01:50)

Machines may be matching us in technical ability, but they’re no match for our unique personalities. Don’t be afraid to put your personality on display in your online chat.

Use The Chat Transfer (02:06)

There’s no “me” in online chat. If a customer has already spoken to a colleague before on online chat, make sure you utilise the chat transfer option.

Convert Customers With Online Chat (02:03)

Online chat provides you with an opportunity to speak to a customer when they’re at the point of sale and in the comfort of their own environment. The only thing left to do is for you to convert the sale – if you know how to do it!

Congratulations (00:22)

Congratulations, you’re now an online chat guru! Test your knowledge by taking the quiz below.

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