How to Design An Effective Live Chat
Schedule A Roadmap
You need to chalk out a roadmap for the new chat agents, complete with milestones, checklists, and a timeline. This is the most critical part of your live chat on-boarding program and defines the success or failure of it.
The pace of the program should be comfortable for both the employees and the instructors. Trying to cram a lot of activities within a short span of time defeats the very purpose of such a program, that is to make employees a part of your organization.
Prepare an OnBoarding Kit
If the planning of your onboarding program is thorough and proactive, you’ll already have a list of collaterals that you can hand out to your fresh recruits at their joining. These would include important materials like operations manual, standard flow charts, company policies, HR policies, product brochures, client videos, training videos and
Ensure that you provide this kit to all the new members of your organization on the very day they join. This kit doesn’t necessarily mean a hard copy of documents. You can simply provide them the login credentials to their account on your LMS (learning management system) software.
Appoint a Mentor
It can be a really difficult period for new members to get acquainted with a new work culture, new people and the pressure of learning. That’s where a mentor can help in their progress.
Mentors are the one-stop advisors for ensuring that the new chat agents are able to complete the program as intended and on time. They should ideally be the senior members of the live chat team, as they would be able to share their knowledge and experience with the new chat agents quite efficiently.