Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual

Using Chat Tools to Communicate With Customers

Understand the benefits and how-tos of using instant messaging chat tools to effectively and conveniently communicate with your customers.

Data shows that millennials, and consumers in general, have a growing preference for live chat as a communications channel over phone and email. Forrester has indicated live chat is the fastest growing service channel over the last three years. Yet many businesses still rely solely on email and phone to field inquiries, and are missing a large portion of potential business in visitors who visit their site and take no action. This topic will help sales, support and marketing professionals better understand how live chat can help increase leads and collect better qualitative data. The topic will walk participants through a live chat system from installing to data collection, and provide real world examples of companies who have implemented successful live chat systems.


Runtime: 88 minutes
Purchase Options

More Program Information

Why Lorman?

Over 30 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

How to Install Live Chat

  • What You'll Need Access to (Your Site's HTML)
  • Where the Code Should Be Inserted
  • How to Turn Live Chat on (When You're Ready)

How to Get Started With Live Chat

  • Across Your Entire Site vs. Specific Pages
  • How to Gather Data Before You Go "Live"
  • When to Go "Live"

How to Staff Live Chat

  • Who Should Be Answering Chats
  • One Person vs. Multiple People
  • How to Gather Data That Will Lead to Better Staffing

How to Gather Data

  • High Usage Times
  • Transcripts
  • Connecting to a CRM

How to Interact With Visitors

  • Proactive vs. Reactive Chatting
  • Keeping the Conversation in One Channel
  • Knowing When to Follow-up 'Offline'

How to Customize Live Chat (Advanced Techniques)

  • Programming Triggers
  • Labeling Return Visitors
  • Creating Operator Groups
Purchase Options

More Program Information

Why Lorman?

Over 30 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.

Purchase Options

More Program Information

Why Lorman?

Over 30 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
Purchase Options

More Program Information

Why Lorman?

Over 30 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.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 396520
Published 2015
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!