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Tips When Helping Customers via Instant Message Chatting

Gain valuable tips when using instant messaging as a form of communication with customers. "A second to learn, a lifetime to master" was a popular catchphrase for the board game Othello. The same could be said for live chat tools. While most platforms take seconds to install on your site, you could spend a lifetime customizing and perfecting your live chat system. In this topic, Karl Pawlewicz, the Voice of Olark Live Chat, will take us through best practices for getting the most out of your live chat investment, covering topics like training and organizing your team, integrating with other customer service platforms, and demonstrating the return on your live chat investment to your entire organization.


Runtime: 59 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Organizational Success on Live Chat

  • How to Staff Properly
  • How to Train Staff for Live Chat

- Onboarding New Staff for Chat

- Ongoing Education and Staff Reviews

Technological Success on Live Chat

  • Arranging Your Chat Tools

- Consolidated Platforms

- Integrating Disparate Platforms

  • Automation vs. Human

Elevating the Profile of Live Chat Within the Organization

  • How to Show the ROI of Live Chat to Others
  • How to Get Sales Involved With Chat
  • How to Get Marketing Involved Chat
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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

Audio & Reference Manual

No credit available.

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Karl Pawlewicz

Olark

  • Has serviced Olark live chat and its customers for two years
  • Has studied and consulted with businesses on installing and using live chat
  • Conducts regular seminars and demonstrations on the Olark live chat platform
  • Publishes a quarterly live chat review
  • Can be contacted at 347-775-9915, [email protected] or on Twitter®@karlpawlewicz and @olark
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 399511
Published 2016
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