Overview
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Provide top-notch customer service in the channels people love to use. Develop your chat and text writing skills to handle live, rapid-fire conversations.
Syllabus
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Engage Customers on Their Channel
- The difference between chat and text
- Ask probing questions
- Confirm the customer understands
- Know when to switch channels
- How to open and close the chat
- Handle delays with grace
- Cue the customer you're keeping track of the conversation
- Manage the length of your response
- Use templates in specific customer service situations
- Freetext to make chat efficient and authentic
- Match the customer's level of formality
- Write in your company's brand voice
- Use emojis and abbreviations
- Push links, videos, and self-service content
- Write customer service chat that sells
- Next steps
