Dive deep into Live Chat Learning to understand your business inside out. Enhance customer engagement and satisfaction now!
Relying solely on organic learning without structured training for your team is highly inefficient. This approach not only progresses slowly but also often results in gaps in knowledge and training for the team. Incorporating live chat learning into the training process can significantly improve efficiency and ensure comprehensive knowledge transfer.
It is possible to systematize much of the training process, and it all starts with the initial knowledge-share that you give to the team. Of course, we've refined this a lot over the years, but here are the basics that we've found to be critical to the success of new client training.
By structuring the initial knowledge-share process like this, we are able to gather a lot of information easily from the client, which then feeds into the knowledge base we create.
We gather a lot of information during the initial knowledge-share. However, it is very important to structure that information well so that it is accessible to the agents during training and while providing customer service.
Without a well-organized structure, the breadth of knowledge can hinder the quality of customer service by making it difficult to locate necessary information. It's important to restructure the knowledge base to be robust, comprehensive, and easily searchable in various ways. Incorporating live chat learning can further enhance the accessibility and usability of the knowledge base.
We do the bulk of the work to create the knowledge base and finalize it with the client prior to launch. Many of our clients end up using the knowledge base with their internal customer service teams since the result is so much more robust than what they have created up to that point.
Once the knowledge base is complete and approved, we assemble a pilot launch team. This allows us to verify the readiness of the knowledge base while also refining training for the entire agent team, including live chat learning components.
Here's a brief overview of how it works:
By doing a small pilot launch, we can ensure that the knowledge base is strong and the process is bulletproof prior to going live for all customers.
This client iteration process has been evolved over hundreds of clients and seven years in business. Many clients have told us that we manage their accounts better than any other vendor they work with, and that's something we take pride in.
Scaling requires training both individuals and the agencies you collaborate with. Our comprehensive process encompasses intake, knowledge base development, training, and collaboration. By following this systematic approach, we can efficiently assist clients in scaling more cost-effectively than if they were to handle it in-house. Integrating live chat learning into our training process enhances its effectiveness and ensures seamless scaling.
If you're working with a customer service agency that does not have a robust onboarding process, consider digging deeper into the quality of how they're managing things for you. If it feels ineffective working with them, it's due to the lack of this process.
If you want to go through a Live Chat or Customer Service Audit with our team to identify specifically what you can do to drive more sales and provide a better customer experience through customer service, contact us. You'll get a lot of value even if you don't end up working with us, as we work with so many stores and leverage that information in the audit.
Finally, I just want to dive deeper into more content; here are a few starting points.
With a HelpFlow "Smart Staff" Specialist, delegation is seamless and execution is easy. Delegate any task with a 5 minute phone call. The AI Interviewer creates a detailed Task Brief that your Specialist will use to complete the task, with the support of an AI Copilot. Marketing, sales, customer service, project management, and more - get all the help you need!
How It Works