New to Zendesk Chat? Zendesk Chat Essentials is the right place to start. This course will teach you how your customer service agents can use Chat to improve the customer experience. You'll learn the Chat lifecycle and how to place Chat strategically on your website to improve conversion. Finally, we'll cover tools you can use to monitor productivity and make your agents more efficient.
Duration: 2 hours
Format: Virtual Instructor-Led (Live trainer)
It may be helpful, but is not required, to take Zendesk Support Essentials prior to taking this course.
What You'll Learn
By the end of this course, you'll be able to:
- Navigate the Chat Dashboard
- Add Chat Agents
- Accept and Respond to an Incoming Chat
- Setup Your Web Widget for Chat
- Add Agents to a Department
- Setup Operating Hours
- Route a Chat to Agents with a Certain Skillset
- Apply Shortcuts and Triggers
- Access Chat Analytics
What is Virtual Instructor-Led Training (VILT)?
Virtual Instructor Led-Training sessions are conducted by a live trainer and will include students from various companies. VILT sessions are a great choice for learners who prefer a live trainer and interactivity but want to learn from the comfort of their own desks. Students will have the opportunity to ask the trainer questions via chat throughout the session and are encouraged to follow along with suggested hands-on learning exercises in their own instance of Zendesk Support.
VILT sessions are conducted via GoToTraining. Course materials are provided before the session, so students are able to reference them during and after the session. Recordings of VILT sessions are not provided.
Looking for private training sessions? Take a look at remote or onsite 1:1 training options.