LL - Chat Training Checklist

Chat Checklist

1. Introduction to chats - Customer Service through chats

Definition of Customer Service the HeroCo way
Discussion of “Subtle Selling”
Discuss how to create memorable experiences with customers - setting expectations.

2. HelpScout.

Discussion - What is HelpScout
Discussion - How to Login to Chats/and go to avail
- How to start chatting with a customer
- How to disconnect from chats
- How to use saved replies

3. Discussion on the QA form. (Make sure the trainee has a copy of the QA form)

4. Do's and Don'ts on chats

DO make sure to leave a positive experience for all customers.
DO make sure to use formal responses.
DO make sure to converse in a friendly manner to customers. Read through each response to make sure you can answer all the questions customers will ask. .BE ATTENTIVE to customer’s needs.
DO verify the customer’s information before providing any details on the order.
DON’T abbreviate words
DON’T forget to use “You’re welcome” and “Thank you” in your conversations.
DON’T use any smileys in your conversation

5. Discussion on Canned Responses/ Discussion on Common Scenarios on Chats

2 types of chats - People who are inquiring about our products / People who have a request regarding an order.
If customers inquire about products, make sure to highlight the benefits of taking our products and the freebies as well.
- FREEBIES will be free Guides, free shipping, and a money-back guarantee.

6. Practice Chats