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Webinar: Five Ways to Write Great Chat to Customers + a Plan for Measuring Chat Quality

January 30, 2014 @ 2:00 pm - 3:00 pm

SOCAP logoCustomers love using live chat for service. It’s immediate. The chat agent can look things up or take control of the customer’s browser. Chat allows for the back-and-forth of a phone call without the tedious IVR or hold time. But for companies, chat can be a challenge. Writing great chat is a lot harder than it looks. You need the right people with the right writing skills – people who can think on their feet and compose a clear sentence, even if they’re chatting with more than one customer at a time. In this webinar, you’ll review real chat transcripts to learn what works and what doesn’t when chatting with customers.

Register now for this free webinar on January 30, 2013 from 2 – 3 pm Eastern Time

You will learn:

• The five bedrock writing skills chat agents must have to write great chat to customers
• Which writing mistakes harm chat quality the most
• How to help chat agents write well in difficult situations or with difficult customers

You will receive:

• A chat quality monitoring form you can adapt for your own company and team

Want to get started on chat? Download “Using Chat for Customer Service,” an interview I did for SOCAP Australia’s Consumer Directions magazine.


January 30, 2014
2:00 pm - 3:00 pm


United States