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Live Chatting and Texting with Customers
Learn the best practices for using chat- and text-based customer communications.Preview the first lesson free — get full access to all 8 lessons.
Intermediate Provider : KnowledgeCity 8 Lessons · 26m in Arabic, German, English, Spanish, French, Portuguese, Urdu, Chinese
Course Description
Smartphone and internet usage have become a large part of our daily lives. Clients spanning multiple generations now have instant access to customer service whenever a problem arises. Many companies are adapting to these technological advancements by using chat- and text-based services. In these lessons, you’ll learn how to use channels like SMS, live chats, texting, and messaging apps to offer an excellent experience to your customers. These lessons also explore how to successfully conduct a chat- or text-based session and how to follow up with customers after a session. You’ll learn the similarities between live chat and text, including synchronous and asynchronous communication. These lessons will also explore the limitations of each form of messaging communication, how they can be affected by different variables and how they can be used in your business. After finishing this course, you’ll have a better understanding of how you can use chat- and text-based customer communications to improve your customer service experience.
What You'll Learn
- Use channels like SMS, live chat, texting, and messaging apps to serve customers
- Open and close a chat or text session effectively
- Resolve customer problems through text-based communication
- Distinguish the similarities and differences between live chat and text, including synchronous and asynchronous communication
- Follow up with customers after a chat or text session
- Recognize the limitations of chat- and text-based services
Key Takeaways
- Many companies are adapting to smartphone and internet usage by offering chat- and text-based customer service across multiple generations of clients.
- Live chat and text share similarities, including synchronous and asynchronous forms of communication.
- Each form of messaging communication has limitations that can be affected by different variables.
- The course covers conducting a chat- or text-based session and following up with customers afterward.
- Chat- and text-based customer communications can be used to improve the customer service experience.
Frequently Asked Questions
What will I learn in this course?
You'll learn how to use channels like SMS, live chats, texting, and messaging apps to offer an excellent customer experience, how to open and close a session, how to resolve problems, and the limitations of chat- and text-based services.
What topics do the lessons cover?
Lessons cover providing text-based customer service, the similarities and differences between live chat and text, opening a chat/text session, resolving problems, closing a session, following up, and the limitations of live chat and text messaging, ending with a Test Your Knowledge lesson.
What skills does this course help develop?
It covers skills including Customer Communications Management, Customer Interaction Management, Instant Messaging, LiveChat, Online Communication, and SMS Banking.
What is the difference between synchronous and asynchronous communication in this course?
The course explores the similarities between live chat and text, including synchronous and asynchronous communication, though specific definitions beyond this are not detailed in the course data.
