VILT: Zendesk Chat Essentials

VILT: Zendesk Chat Essentials

Virtual Instructor-Led Training

About this course

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: 2.5 hours
Level: Introductory
Format: Virtual Instructor-Led (Live trainer)

Prerequisites

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.

Zendesk Chat Essentials: Upcoming Sessions

Event Date Spaces left
VILT: Zendesk Chat Essentials (EMEA) Dec. 15, 2017, 10 a.m. -
Dec. 15, 2017, 12:30 p.m. GMT
23
VILT: Zendesk Chat Essentials (APAC) Dec. 18, 2017, 1 p.m. -
Dec. 18, 2017, 3:30 p.m. AEDT
23
VILT: Zendesk Chat Essentials (APAC) Jan. 16, 2018, 9 a.m. -
Jan. 16, 2018, 11:30 a.m. AEDT
25
VILT: Zendesk Chat Essentials (EMEA) Jan. 16, 2018, 10 a.m. -
Jan. 16, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Jan. 16, 2018, 9 a.m. -
Jan. 16, 2018, 11:30 a.m. PST
24
VILT: Zendesk Chat Essentials (EMEA) Jan. 30, 2018, 10 a.m. -
Jan. 30, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Jan. 30, 2018, 9 a.m. -
Jan. 30, 2018, 11:30 a.m. PST
25
VILT: Zendesk Chat Essentials (EMEA) Feb. 13, 2018, 10 a.m. -
Feb. 13, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Feb. 13, 2018, 9 a.m. -
Feb. 13, 2018, 11:30 a.m. PST
25
VILT: Zendesk Chat Essentials (APAC) Feb. 27, 2018, 1 p.m. -
Feb. 27, 2018, 3:30 p.m. AEDT
25
VILT: Zendesk Chat Essentials (EMEA) Feb. 27, 2018, 10 a.m. -
Feb. 27, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Feb. 27, 2018, 9 a.m. -
Feb. 27, 2018, 11:30 a.m. PST
25
VILT: Zendesk Chat Essentials (APAC) March 16, 2018, 9 a.m. -
March 16, 2018, 11:30 a.m. AEDT
25
VILT: Zendesk Chat Essentials (EMEA) March 16, 2018, 10 a.m. -
March 16, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) March 16, 2018, 9 a.m. -
March 16, 2018, 11:30 a.m. PDT
25

About this course

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: 2.5 hours
Level: Introductory
Format: Virtual Instructor-Led (Live trainer)

Prerequisites

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.

Live events

Zendesk Chat Essentials: Upcoming Sessions

Event Date Spaces left
VILT: Zendesk Chat Essentials (EMEA) Dec. 15, 2017, 10 a.m. -
Dec. 15, 2017, 12:30 p.m. GMT
23
VILT: Zendesk Chat Essentials (APAC) Dec. 18, 2017, 1 p.m. -
Dec. 18, 2017, 3:30 p.m. AEDT
23
VILT: Zendesk Chat Essentials (APAC) Jan. 16, 2018, 9 a.m. -
Jan. 16, 2018, 11:30 a.m. AEDT
25
VILT: Zendesk Chat Essentials (EMEA) Jan. 16, 2018, 10 a.m. -
Jan. 16, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Jan. 16, 2018, 9 a.m. -
Jan. 16, 2018, 11:30 a.m. PST
24
VILT: Zendesk Chat Essentials (EMEA) Jan. 30, 2018, 10 a.m. -
Jan. 30, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Jan. 30, 2018, 9 a.m. -
Jan. 30, 2018, 11:30 a.m. PST
25
VILT: Zendesk Chat Essentials (EMEA) Feb. 13, 2018, 10 a.m. -
Feb. 13, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Feb. 13, 2018, 9 a.m. -
Feb. 13, 2018, 11:30 a.m. PST
25
VILT: Zendesk Chat Essentials (APAC) Feb. 27, 2018, 1 p.m. -
Feb. 27, 2018, 3:30 p.m. AEDT
25
VILT: Zendesk Chat Essentials (EMEA) Feb. 27, 2018, 10 a.m. -
Feb. 27, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) Feb. 27, 2018, 9 a.m. -
Feb. 27, 2018, 11:30 a.m. PST
25
VILT: Zendesk Chat Essentials (APAC) March 16, 2018, 9 a.m. -
March 16, 2018, 11:30 a.m. AEDT
25
VILT: Zendesk Chat Essentials (EMEA) March 16, 2018, 10 a.m. -
March 16, 2018, 12:30 p.m. GMT
25
VILT: Zendesk Chat Essentials (AMER) March 16, 2018, 9 a.m. -
March 16, 2018, 11:30 a.m. PDT
25