Understand the benefits and how-tos of using instant messaging chat tools to effectively and conveniently communicate with your customers.
Data shows that millennials, and consumers in general, have a growing preference for live chat as a communications channel over phone and email. Forrester has indicated live chat is the fastest growing service channel over the last three years. Yet many businesses still rely solely on email and phone to field inquiries, and are missing a large portion of potential business in visitors who visit their site and take no action. This topic will help sales, support and marketing professionals better understand how live chat can help increase leads and collect better qualitative data. The topic will walk participants through a live chat system from installing to data collection, and provide real world examples of companies who have implemented successful live chat systems.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
How to Install Live Chat
- What You'll Need Access to (Your Site's HTML)
- Where the Code Should Be Inserted
- How to Turn Live Chat on (When You're Ready)
How to Get Started With Live Chat
- Across Your Entire Site vs. Specific Pages
- How to Gather Data Before You Go "Live"
- When to Go "Live"
How to Staff Live Chat
- Who Should Be Answering Chats
- One Person vs. Multiple People
- How to Gather Data That Will Lead to Better Staffing
How to Gather Data
- High Usage Times
- Transcripts
- Connecting to a CRM
How to Interact With Visitors
- Proactive vs. Reactive Chatting
- Keeping the Conversation in One Channel
- Knowing When to Follow-up 'Offline'
How to Customize Live Chat (Advanced Techniques)
- Programming Triggers
- Labeling Return Visitors
- Creating Operator Groups
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on October 21, 2015.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Karl Pawlewicz
Olark
- Has serviced Olark live chat and its customers for two years
- Has studied and consulted with businesses on installing and using live chat
- Conducts regular seminars and demonstrations on the Olark live chat platform
- Publishes a quarterly live chat review
- Can be contacted at 347-775-9915, [email protected] or on Twitter®@karlpawlewicz and @olark
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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