Rigorous trainer selection
Each trainer is validated on three criteria: hands-on field expertise, proven pedagogy and alignment with your industry.
- Triple validation: technical, pedagogical, sectoral.
- Minimum rating 4.8/5 over the last 12 sessions.
Training: Mastering Live Chat to Improve Your Online Customer Service
Trusted by — schools, companies and industrial groups
25,665 programs · 25 countries
Every program built with a dedicated engineer
Companies: Aptar, ArcelorMittal, Equans, EDF, Ubisoft and Microsoft.
Learning objectives
- Understand the strategic importance of live chat in the customer journey
- Get hands-on with the main live chat tools on the market
- Develop skills in fast and effective written communication
- Know how to manage multiple simultaneous conversations
- Improve customer satisfaction and loyalty through live chat
Program
Module 1Understanding Live Chat and Its Challenges
Introduction to live chat: definition, uses, and key statistics. Analysis of its impact on customer satisfaction, comparison with other channels (email, phone), identification of user expectations, and presentation of the main tools/protocols used (Zendesk Chat, Intercom, Tawk.to…).
Module 2Getting Started and Configuring a Live Chat Tool
Installation and configuration of a live chat tool, creation of agent accounts, customization of the chat window, queue management, setup of a pre-qualification chatbot, tracking of statistics, and management of customer data privacy.
Module 3Communication Techniques and Traffic Management
Golden rules of instant written communication: clarity, concision, empathy, and responsiveness. Practical exercises on standard responses, stress management during peak periods, handling complex requests, managing multiple conversations in parallel, and turning an interaction into a sales opportunity.
Evaluation method
- Multiple-choice quiz on live chat tools and best practices
- Case studies and simulated role-playing exercises
- Submission of a final project (complete management of a fictional live chat conversation flow)
Learning method
- Interactive demonstrations
- Hands-on exercises on live chat platforms
- Group coaching
- Provision of comprehensive training materials
Methods, materials and delivery
The Training: Mastering Live Chat to Improve Your Online Customer Service program is delivered onsite or remote (blended-learning, virtual classroom, remote presence). At Learni, an industry-certified training organization, every program is built to maximize skills acquisition regardless of the chosen format.
The trainer alternates between demonstrative, interrogative and active methods (through hands-on labs and/or scenarios). This pedagogical approach guarantees concrete learning that's immediately applicable at work.
Equipment required
For the smooth delivery of the Training: Mastering Live Chat to Improve Your Online Customer Service program, the following equipment is required:
- Mac or PC computers, high-speed fiber internet, whiteboard or flipchart, projector or interactive touch screen (for remote sessions)
- Training environments installed on workstations or accessible online
- Course materials, hands-on exercises and complementary resources
- Post-training access to materials and educational resources
For intra-company training on a site outside Learni, the client commits to providing all required teaching materials (computers, internet, etc.) for the smooth delivery of the program in line with the prerequisites in the communicated program.
* contact us for remote delivery feasibility** ratio varies depending on the program
Skills assessment methods
Assessment of skills acquired during the Training: Mastering Live Chat to Improve Your Online Customer Service program is performed through:
- During training: case studies, hands-on labs and professional scenarios
- End of training: self-assessment questionnaire and skills evaluation by the trainer
- After training: completion certificate detailing acquired skills
Program accessibility
Learni is committed to making its programs accessible. All our programs are accessible to people with disabilities. Our teams are available to adapt the pedagogical methods to your specific needs. Please contact us for any adjustment request.
Enrollment terms and lead times
Registration is possible up to 48 business hours before the start of training. All our programs are built for corporate L&D budgets and delivered onsite or remotely.
The Learni story
Founded by engineers and learning experts, Learni's mission is to make high-impact tech training accessible to teams everywhere. We work remotely with organizations across the US and Canada, in your time zone, to help teams upskill fast.
Our method
Training quality, guaranteed at every step
Before, during, after: we frame the brief, introduce the trainer, tailor the content and measure impact. You stay in control from kickoff to wrap-up.
You meet the trainer beforehand
30-minute video call between you and the selected trainer to validate the fit, adjust content and clear any final doubts.
- Live briefing on goals and team context.
- Veto right — we swap the trainer for free if needed.
Content tailored to your context
No recycled slides. The syllabus is reworked from your real cases: tools, constraints, vocabulary, ongoing projects.
- Hands-on cases drawn from your stack and projects.
- Program co-written then validated by your team.
Continuous quality follow-up
Live evaluations, 30/90/180-day check-ins and a consolidation plan. If the impact misses the mark, we rework it.
- NPS, knowledge quizzes and skills self-assessment.
- Satisfaction guarantee: fully satisfied or free rework.
A simple promise: you don't pay to discover the trainer on day one. Everything is validated upfront, by you.
Our social commitment
A school kit donated to a child for every training booked
To fight inequalities in access to education, Learni donates a complete school kit to a child in need for every training booked. You build your skills, a child heads back to school.
- Backpack, notebooks and essential supplies
- Distributed through our partner charities
- Included, at no extra cost to you
FAQ
Frequently asked questions
What can participants do after Training: Mastering Live Chat to Improve Your Online Customer Service training?+
They can understand the strategic importance of live chat in the customer journey, get hands-on with the main live chat tools on the market and develop skills in fast and effective written communication. Those are the stated objectives of the Training: Mastering Live Chat to Improve Your Online Customer Service program at Beginner level, checked by the end-of-session assessment.
What does the Training: Mastering Live Chat to Improve Your Online Customer Service program cover, day by day?+
Day 1: Understanding Live Chat and Its Challenges. Day 2: Getting Started and Configuring a Live Chat Tool. Day 3: Communication Techniques and Traffic Management. The Training: Mastering Live Chat to Improve Your Online Customer Service program runs over 2 days, delivered on site.
How is Training: Mastering Live Chat to Improve Your Online Customer Service training assessed?+
Assessment relies on multiple-choice quiz on live chat tools and best practices, case studies and simulated role-playing exercises and submission of a final project (complete management of a fictional live chat conversation flow). Learni issues a completion certificate together with the individual assessment report at the end of the Training: Mastering Live Chat to Improve Your Online Customer Service program, which an L&D team can file as evidence.
How much does Training: Mastering Live Chat to Improve Your Online Customer Service training cost per participant?+
Training: Mastering Live Chat to Improve Your Online Customer Service training is priced on quote. The amount depends on headcount, format and how far the syllabus is tailored to your team. A detailed quote is sent within one business day, and team pricing covers the whole group from the second participant.
How long does Training: Mastering Live Chat to Improve Your Online Customer Service training take?+
2 days, available live online (US time zones) or on-site at your offices. Half-day tracks spread over several weeks are possible so the team stays operational.
Who pays for Training: Mastering Live Chat to Improve Your Online Customer Service training?+
Most US teams pay directly through their company L&D or training budget. Learni invoices in US dollars and accepts bank transfer (ACH/wire) or card, with volume pricing for teams. A purchase order is welcome.
What do participants need to know before Training: Mastering Live Chat to Improve Your Online Customer Service training?+
No prerequisites.
Is a certificate issued after Training: Mastering Live Chat to Improve Your Online Customer Service training?+
Yes. A Learni completion certificate is issued, along with the individual evaluation report. Learni is a certified training provider and prepares for third-party certifications, but does not award them itself.
Does Learni provide the equipment for Training: Mastering Live Chat to Improve Your Online Customer Service training?+
No. A computer and a stable internet connection are required for each participant. Learni provides the learning platform, the trainer and all course materials.
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