Implementing live chat for your customer service team might seem like a major decision—and it is!—but it is only the first step in modernizing your customer service strategy. Luckily, implementing a live chat system on your website is often pretty simple, but a tool isn’t useful if your teams aren’t trained to use it properly, and aren’t fully on board with its potential to make life easier.
Simply giving technical training on the new system and then letting your agents loose won’t prepare them adequately for the task. The agents might not be prepared enough to adapt their existing customer service knowledge to the live chat system—which could cause negative encounters with customers through misinterpreted comments, slow chats or grammar gaffes.
Because of this, it’s important to back up systems training with training focused on the experience of your live chat customers, helping your agents to understand the service impacts of your new channel. Here are five things to consider when giving effective chat support training to your team.[Read more at Business2Community]