eBook

The Ultimate Guide to Managing a Successful Live Chat Team

How to build, train and measure your customer service team for peak performance

The Ultimate Guide to Managing a Successful Live Chat Team

Introduction

Chapter 1
Intro: Build Your Dream Team

1.1
15 Must-Have Customer Service Skills to Look for in a Live Chat Agent

1.2
Top Interview Questions to Find the Best Live Chat Agents

Chapter 2
Intro: Train Your Agents for Live Chat Success

2.1
The Importance of Onboarding Programs – Why You Need it & How to Create it

2.2
4 Fundamentals to Training Live Chat Agents

Chapter 3
Live Chat Scripts and Writing Guides – Templates & Tips

3.1
6 Useful Examples of Apology Letters to Customers

3.2
How to Write a Thank You Letter to Your Customer with Easy-to-Use Samples

3.3
5 Things to Consider Before Drafting Sales Letters and Emails

3.4
How to Write Powerful B2C Sales Letters & Emails with 7 Real-Life Examples

3.5
How to Write a Winning B2B Sales Letter in 7 Easy Steps

3.6
Holidays, Birthdays and More – 20+ Letters to Customers for Special Occasions

Chapter 4
Intro: Track and Measure Your Live Chat Team

4.1
The 9 KPIs You Need to Track

4.2
How To Use Your KPIs As Part of an Ongoing Performance Plan

Chapter 5
Intro: Take Your Team to the Next Level

5.1
How To Deliver Better Service with Omnichannel Customer Support

Conclusion
The Wrap-up

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Conclusion

The Wrap-up

You made it! Whether you have picked out the chapters that are of most interest to you and the stage you’re at or you have heroically read this whole eBook from start to finish, you’re well on your way to providing phenomenal customer support and proving your team’s ROI.

If you take anything from this eBook however, remember that creating a winning live chat team is a marathon and not a sprint. While Comm100 is fast and easy to set up, building and training the perfect team will take time and effort.

Comm100 is a cloud-based system that can be quickly installed with very little effort and IT resources. Don’t just take are word for it – hear what our customer has to say about their experience.

“Where we often struggle as an organization is with software installation. We just don’t have the IT resources, and we knew that a live chat solution that required a lot of time from our IT department would be met with a lot of resistance. As a cloud-based solution that could be quickly installed with very little effort, Comm100 was fantastic for us. The whole process was incredibly fast and smooth.”