Customer Chat and Text Management

Name: Customer Chat and Text Management
Author: KnowledgeCity

Learn best practices for managing chat- and text-based communication with your customers.

Preview the first lesson free — get full access to all 5 lessons.

Course: On-Demand

(upbeat music) In the following lessons you'll learn strategies for enhancing the customer experience in text-based customer service via live chat, SMS, and third-party messaging channels. The customer experience also known as CX is meant to describe the customer's entire journey with the business. And as a summation of all the experiences a customer will have with the business, included in the CX is the customer's interaction with the customer service personnel, the product or service the business sells and the emotion the entire brand, including products, stores, and aesthetics of the marketing, bring out in the customer. Customer service is important because it can make up a huge part of the CX. Customer service refers to this assistance that a business has personnel or self-service resources provide to a customer regarding usage of the business's product or service. When specific issues arise from purchasing or usage, or when refunding or returning a product or service. Customer service personnel have a lot of a responsibility since customer service experiences can impact the relationship between a customer and the business. Customer service via live chat and text messaging may often be one of the first points of person-to-person contact between a business and the customer, especially for an online business, but that's not the only reason businesses should be particularly attentive to the quality of their customer service. Customer service, unlike other aspects of the customer journey are within the control of the business and its customer service personnel. Other aspects of the CX can't be measured so easily, such as the emotion a customer feels when unboxing a product. To keep customers satisfied, customer service personnel can provide relatively fast assistance, respect the customer, show empathy, and communicate with customers on the media they prefer and are most convenient. Customer service can be personal, effective, knowledgeable, and proactive while remaining professional with all types of customers.

Intermediate Provider : KnowledgeCity 5 Lessons · 12m in Arabic, German, English, Spanish, French, Portuguese, Urdu, Chinese

Course Description

An important part of the customer experience, or CX, is the interaction between customers and customer service personnel. Because these interactions could be one of the first, or even the last, experiences a customer has with your business, it’s important for your employees to understand how to properly manage these conversations. The quality of your customer service may make or break the reputation of your company. In these lessons, you’ll discover some of the best practices for managing a chat- or text-based customer service experience. You’ll explore how to properly manage your customer service response, including how to decrease first response time and how to create templates that can improve efficiency. These lessons will also cover how to manage conversational tones with techniques like mirroring and choosing the appropriate language. And you’ll learn how you can integrate self-service content, links and other media into your customer communications. After completing this course, you’ll be able to efficiently manage your company’s chat- and text-based services.

What You'll Learn

Use chat and text sessions to improve the customer experience (CX)
Manage and decrease first response time using efficiency techniques like templates
Integrate self-service content, links, and other media into customer communications
Manage conversational tones using techniques such as mirroring and appropriate language
Apply best practices for managing chat- and text-based customer service experiences

Key Takeaways

Interactions between customers and customer service personnel are an important part of the customer experience (CX) and may be among a customer's first or last experiences with a business.
The quality of customer service can make or break a company's reputation.
Decreasing first response time and creating templates can improve the efficiency of customer service responses.
Conversational tone can be managed with techniques like mirroring and choosing the appropriate language.
Self-service content, links, and other media can be integrated into customer communications.

Frequently Asked Questions

Who is this course for?

It is designed for employees who manage chat- or text-based customer service conversations and want to learn how to properly handle these interactions as part of the customer experience (CX).

What will I be able to do after completing this course?

After completing the course, you'll be able to efficiently manage your company's chat- and text-based services.

What topics does the course cover?

The course covers using chat and text sessions to improve CX, managing response time, integrating links and other content, and managing conversational tones, followed by a Test Your Knowledge lesson.

How does the course address conversational tone?

It covers how to manage conversational tones using techniques like mirroring and choosing the appropriate language to provide a better CX.

What skills does this course help build?

It supports skills including Customer Communications Management, Customer Experience Strategy (CX), Customer Experience Improvement, Customer Interaction Management, Customer Relationship Management, and Oracle Customer Experience (CX).