Live Chat Essentials

  • Contains interactive live chat scenarios
  • Covers the fundamental skills required for handling live chat communications
  • Contains handy job-aids for agents to print out
  • Created by a team of industry veterans and e-learning professionals

Live chat is becoming an increasingly popular communication tool for both companies and their customers. Live chat is a unique channel and providing high quality customer service through it requires a distinctive skillset. Hence, even highly effective telephone agents can really benefit from training on live chat. This is the ideal course to teach agents the essential skills they need to meet and exceed customer expectations through live chat.

The course Live Chat Essentials is also included in the bundles The Multi-Channel Agent and Full-Stack Agent Training.

Who should take this?

  • Agents that are new to the live chat channel
  • Agents that have difficulty with live chat
  • Supervisors or coaches that manage live chat agents


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 55 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Live Chat Essentials

Live Chat Essentials

Live chat is a unique channel and it is becoming increasingly popular among both customers and companies. This unit will get agents up and running and ready to handle the live chat support channel. It covers the key differences between live chat and other channels and provides agents with techniques to master these unique channel characteristics. Agents will learn how to structure a live chat conversation and will practice questioning techniques to identify their customer’s needs.

This unit contains engaging and interactive components, including a fully interactive live chat practice scenario. In addition, the unit contains handy printable job-aids that support the transfer of skills into practice. The unit is divided into 6 easily digestible modules that agents can take at their own pace.

Agents will learn:

  • The key differences between live chat and other support channels.
  • How to structure a live chat conversation.
  • Live chat specific questioning techniques to uncover their customer’s needs.
  • How to show empathy and build lasting relationships with customers via live chat.
  • 6 modules
  • 90 min

Included modules and learning aims:

  1. Introducing Live Chat Essentials 05 min

    • Identify the benefits of live chat for customer service
    • Follow a high-level overview of the course
  2. Anatomy of a Live Chat (Part 1) 20 min

    • Describe the structural elements of a typical live chat conversation
    • You will be able to apply the Open, Clarify, Act on, Confirm, and Offer (OCACO) Model
  3. Anatomy of a Live Chat (Part 2) 20 min

    • You will be able to apply the Open, Clarify, Act on, Confirm, and Offer (OCACO) Model
  4. Communicating and Building Rapport with your Live Chat Customers 20 min

    • Apply genuine empathy when chatting with your customers
    • Utilize a casual or formal writing style for building rapport
    • Effectively use emojis where appropriate
    • Mirror and match the customer’s language via live chat
  5. Listening to Your Customer's Needs 20 min

    • Understand the impact of not listening to your customer’s needs
    • Outline the benefits of listening to your customer’s needs
    • Apply active listening techniques when dealing with a customers’ query or complaint
  6. Investigating Your Customer's Needs 15 min

    • Understand the importance of effective questioning in a live chat
    • Prioritize the customer’s query based on their emotional and functional needs
    • Describe the three key questioning types
    • Explain the pros and cons related to each questioning type
    • Apply open-ended, closed-ended, and probing questions using the funnel technique

Mastery Certification: Live Chat Essentials

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

23 questions 15 min

Mastery Certification: Live Chat Essentials

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Pricing options for Live Chat Essentials

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Live Chat Essentials below. If you apply for bulk pricing, please contact us to place your order.

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The Live Chat Essentials course is designed by call center experts to provide a practical and engaging learning experience. Start today.