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Online Customer Support

Learn how to provide excellent customer support through live chat, text messaging and email.
SKU: P4346EN
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Customers expect to be able to access customer service and support in a variety of ways. This means customer service and support agents need to be comfortable interacting with customers on live chat, with text messages, and over email.

This course includes an examination.


Learning Objectives:

  • Execute effective and professional customer service and support in the following mediums: live chat, text message and email.

Course Outline:

  •  Introduction

o   Course objectives

  • Live Chat Support

o   Listening skills

o   Empathy

o   Grammar, punctuation and spelling

o   Tips for making live chat sessions more effective

o   Knowledge check

  • Text Message Support

o   Keep it short

o   Ask the right questions

o   Keep texting

o   Switch channels if necessary

o   Knowledge check

  • Email Support

o   Be clear

o   Be concise

o   Use plain language

o   Be positive

o   Use active voice

o   Knowledge check

  • Conclusion

o   Summary

  • Final test 

Target Audience:

Customer support and customer service professionals


0.5 hours


Hybrid, mobile



Products specifications
Course LanguageEnglish
Length Range31 - 60 Minutes
Length (Hours)1.00
Course FeaturesMobile
Course FeaturesNASBA CPE - QAS Self Study
NASBA CPE Credits1.0
Module Number(s)40159EN