Chatdesk: Expert Onboarding Overview

Summary

Welcome to the Chat Desk expert onboarding, where you'll learn about the platform connecting businesses with customer service professionals. As an expert, you'll respond to customer inquiries across various channels, providing personalized service. The training covers the voting platform's functionality, response strategies, and how to engage with the brand. Experts enjoy a flexible schedule, the opportunity to work with preferred brands, and are paid per message responded to. The onboarding also highlights the importance of community engagement and continuous learning to enhance customer experience and satisfaction.

Takeaways

• 😀 Chat desk is a platform that connects businesses with customer service professionals to enhance personalized customer service, drive sales, and reduce costs.
• 👥 The 'Expert' role involves freelance customer support agents who respond to customer messages across various platforms like social media, chat, and email.
• 🌐 Experts are geographically diverse, including stay-at-home parents, students, and others, offering flexible work from home opportunities.
• 💼 The primary task of an expert is to help businesses scale their customer service by engaging with customers and managing inquiries, including spam or negative comments.
• 🤝 Chat desk fosters a global community of experts passionate about delivering quality customer experiences and has a culture of learning and improvement.
• 💬 The team's voting platform consolidates customer messages and provides potential responses, streamlining the process of replying while maintaining brand voice.
• 💰 Experts are compensated based on the number of messages they respond to correctly, with payment processed via Stripe once a threshold is reached.
• 🔍 The platform features tools like the search function to find suitable responses for customer inquiries and the ability to escalate messages if necessary.
• 📈 To succeed, experts are encouraged to set work goals, manage their schedule effectively, and engage with the Chat desk community for support and updates.
• 📱 The Chat desk app is available for experts to stay updated with new messages and monitor their earnings on the go.

Q & A

What is Chat Desk and its main purpose?

Chat Desk is a platform that helps businesses deliver personalized customer service, drive sales, and reduce costs by connecting companies with freelance customer service experts who respond to customer messages through various channels like social media, chat, and email.

Who can become a Chat Desk expert?

Anyone looking for part-time or full-time freelance customer support work can become a Chat Desk expert. This includes stay-at-home parents, students, and individuals who want a flexible way to earn supplemental income from home.

What are the primary responsibilities of a Chat Desk expert?

A Chat Desk expert is responsible for responding to customer inquiries, engaging with customers on social media, and protecting the brand from spam or negative comments. Their goal is to provide excellent customer service and help businesses scale their support.

How does the Chat Desk voting platform work?

The voting platform consolidates customer messages from multiple sources into one place, allowing experts to choose, edit, or hide responses. It also provides suggested responses to help experts answer inquiries accurately, and escalations can be made for urgent or sensitive matters.

How do experts get paid at Chat Desk?

Experts are paid based on the number of messages they respond to. Payment increases depending on the complexity of the work for each company, and once an expert accumulates $50 in earnings, they can receive a payout through Stripe.

What factors should experts consider when responding to customer messages?

Experts should consider the sentiment of the message (whether the customer is happy, upset, or neutral), evaluate whether a response is necessary, and ensure that any response aligns with the company's brand voice.

What should experts do if they are unsure about how to respond to a message?

If unsure, experts can use the search feature on the platform to find similar past responses, check the training guide, or reach out to the team on Slack for clarification.

What are some situations where a message needs to be escalated to a manager?

Messages should be escalated if they involve urgent or sensitive topics, such as angry customers, time-sensitive issues, or other matters that require the company's immediate attention.

How can experts stay engaged and successful on Chat Desk?

Experts can stay engaged by logging into the platform regularly, reviewing company updates, setting work goals, checking their email, and using the training guide. They should also communicate with the Chat Desk team on Slack if they have questions.

What is the next step after completing the Chat Desk expert onboarding training?

After completing the onboarding training, experts take an evaluation, get placed on the expert waitlist, receive an email with their company assignment, attend company-specific training, and then go live to start responding to messages.

Outlines

00:00

😀 Introduction to Chat Desk and Expert Role

This paragraph introduces the onboarding process for new experts at Chat Desk, a platform that revolutionizes customer service by connecting businesses with customer service professionals. It outlines the basics of becoming an expert, including the role and responsibilities, the voting platform, payment structure, and engagement strategies. Chat Desk aims to provide personalized customer service, drive sales, and reduce costs by allowing experts to respond to customer inquiries across various channels like social media, chat, and email. The paragraph emphasizes the flexibility of the role, allowing experts to choose their schedule and work with brands they are passionate about.

05:02

📝 Understanding and Responding to Customer Messages

Paragraph 2 delves into the process of handling customer messages on the Chat Desk platform. It explains how to read and interpret customer messages, considering their intent and sentiment. The paragraph guides experts on how to use the voting platform to respond to messages, including viewing original posts for context, deciding when a response is needed or should be escalated, and selecting or editing pre-populated responses. It also covers how to handle situations where no response is necessary or when a message should be hidden due to negativity or spam. The platform's search feature is introduced as a tool to find suitable responses for complex inquiries.

10:10

💼 Payment Structure and Engagement Strategies

The final paragraph discusses the payment structure for Chat Desk experts, which is based on the number of messages responded to correctly. It mentions that payment rates vary by company and are influenced by the complexity of the support provided. The paragraph also covers additional work outside the main platform, such as handling orders and using other systems like Shopify. It provides information on how to set up payment through Stripe and emphasizes the importance of staying engaged with the Chat Desk community. Tips for success include regular platform checks, communication with the team, setting work goals, and utilizing the Chat Desk app for notifications and earnings tracking. The paragraph concludes with next steps for new experts, including evaluation, joining the waitlist, company-specific training, and going live.

Keywords

💡Chat Desk

Chat Desk is described as a platform that revolutionizes the way businesses deliver personalized customer service, drive sales, and reduce costs. It connects companies seeking to scale their customer support with customer service professionals known as 'Chat Desk experts.' These experts handle customer inquiries across various platforms, aiming to match their passion with the brands they support. The term is central to the video's theme as it represents the service that the onboarding video is introducing.

💡Experts

In the context of the video, 'Experts' refers to freelance customer support agents who work with Chat Desk to respond to customer messages. These individuals are diverse, including stay-at-home parents, students, and others looking to dedicate time to helping brands. They are crucial to the Chat Desk ecosystem as they provide the customer service that scales with the company's needs. The script highlights that experts are passionate about the brands they support and are committed to quality service.

💡Customer Service

Customer service is a key theme in the video, emphasizing the role of Chat Desk experts in responding to customer inquiries on social media, chat, and email. The video underscores the importance of personalized service in driving sales and maintaining customer loyalty. It is illustrated through the various ways experts engage with customers, from answering questions to addressing concerns, showcasing the dynamic nature of customer service in the digital age.

💡Team's Voting Platform

The 'Team's Voting Platform' is a unique feature of Chat Desk that consolidates customer messages from various sources and provides potential responses for experts to choose from or edit. This platform is central to the workflow of Chat Desk experts, as it streamlines the response process and ensures alignment with the company's brand voice. The video explains how experts can leverage this tool to enhance efficiency and quality in customer interactions.

💡Brand Voice

The term 'Brand Voice' refers to the unique way a brand communicates with its audience, reflecting its personality and values. In the video, it is mentioned that all responses provided by Chat Desk experts should align with the company's brand voice. This ensures consistency in messaging and helps maintain the brand's identity, which is critical for customer recognition and loyalty. The video stresses the importance of maintaining brand voice in all customer interactions.

💡Escalation

Escalation, as discussed in the video, is the process of referring a customer message to a manager or the company's internal team when the issue is urgent, sensitive, or beyond the expert's scope. This concept is important for handling complex customer issues effectively and ensuring that all customer concerns are addressed appropriately. The video provides examples of when escalation is necessary, such as dealing with angry customers or time-sensitive inquiries.

💡Supplemental Income

Supplemental income refers to additional earnings that supplement a person's primary income. In the video, it is mentioned as a benefit for Chat Desk experts, who can earn this income by responding to customer messages. The flexibility of the work allows experts to choose their own schedule, making it an attractive option for those seeking to earn extra money without a full-time commitment.

💡Professional Network

The 'Professional Network' is mentioned in the context of the benefits of working as a Chat Desk expert. It refers to the community of experts and the connections they build while working with various brands. This network can provide opportunities for learning, collaboration, and career advancement. The video suggests that being part of the Chat Desk community can help experts expand their professional network and gain valuable industry insights.

💡Slack

Slack is a team collaboration tool that Chat Desk uses to facilitate communication among its experts and with the company's internal teams. In the video, it is mentioned as a platform where experts can ask questions, share feedback, and receive updates. Slack is integral to the communication process within the Chat Desk community, enabling real-time interaction and support.

💡Evaluation

The term 'Evaluation' in the video refers to an assessment that new experts must complete after watching the onboarding video. This evaluation is likely designed to test their understanding of the platform, processes, and expectations. It is a standard procedure in onboarding to ensure that all experts are well-prepared and knowledgeable about their role within Chat Desk.

Highlights

Chat desk is creating a new way for businesses to deliver personalized customer service, drive sales, and reduce costs.

Chat desk supports companies with responding to customer messages through the team's platform.

Chat desk connects companies with customer service professionals known as 'Chat desk experts'.

Experts are freelance customer support agents who respond to customer messages from various platforms.

Chat desk aims to connect experts with companies they are passionate about and offer flexible work schedules.

Experts help businesses scale their customer service by answering consumer questions and engaging on social channels.

Chat desk promotes a culture of learning with check-ins, feedback, and video modeling to improve customer support.

Experts have the flexibility to choose their own schedule and work from home.

Experts get to work with brands they love and have the opportunity to learn about other leading brands.

Upon joining, experts are matched with companies that align with their interests.

The team's voting platform consolidates messages from various sources for easy response management.

Experts can select, edit, or hide responses within the platform to best answer customer inquiries.

The platform provides potential responses to help experts choose the best answer without starting from scratch.

Experts are paid based on the number of messages they respond to, with rates varying by company and complexity.

Payments are processed via Stripe once an expert reaches $50 in accumulated earnings.

Chat desk provides a Slack channel for communication and a help center for common questions and answers.

Experts are encouraged to set goals, organize their schedule, and communicate with the Chat desk team for success.

After onboarding, experts take an evaluation, join a waitlist, receive a company assignment, and attend specific training before going live.

Transcripts

welcome to the expert general onboarding

thank you for your interest in chat desk

and joining the expert community

today we will review the basics of

becoming an expert

first we will talk a little bit about

chatdusk the expert role and

responsibilities

we will review the team's voting

platform

how you will be paid and how to stay

engaged as an expert

so what is chat desk

chat desk is creating a new way for

businesses to deliver personalized

customer service drive sales and reduce

cost

chat desk supports companies with

responding to customer messages

through the team's platform chat desk

connects companies who are looking to

scale their customer support and

customer service professionals

these individuals are chat desk experts

chat desk experts respond to customer

inquiries on social media chat and email

the goal is to connect experts with

companies they are passionate about

and we aim to employ people who want to

work on their own schedule and are

committed to delivering quality service

so what is an expert

experts are freelance customer support

agents who respond to customer messages

experts come from all over the country

and include people looking to work

full-time and part-time

current experts include stay-at-home

parents students and anyone else looking

to dedicate their time to helping brands

reach their full potential

you will be helping businesses scale

their customer service by answering

consumer questions engaging with

customers on social channels and even

protecting the brand from spam or

negative comments

not only that when you become an expert

you are joining a global community of

individuals who are passionate about

providing the best possible customer

experience

there are many benefits to working as an

expert

experts choose their own schedule that

fits in with their lifestyle and

expectations which makes this a flexible

way to earn a supplemental income from

the comfort of your home

experts also get to work with brands

they love while having the opportunity

to learn about other leading brands in

the industry

upon joining experts are matched to one

or more companies that align with their

interests

whether that's retail pets makeup sports

etc

at chat desk we promote a culture of

learning we utilize check-ins feedback

and video modeling with the goal of

strengthening interpersonal

communication while increasing product

knowledge and brand awareness

we coach experts with the goal of

improving support and satisfaction for

every customer

lastly we offer experiences that promote

using new skills that increase your

professional network and provide

rewarding challenges

as an expert you will review and respond

to customer messages that are

consolidated from a variety of sources

this includes messages from facebook

instagram tick talk email and more

once you have read the customer message

you will read the suggested responses

and select the one that best answers the

customer

so how does it work

this is the team's voting platform

experts can leverage the voting platform

to see customer messages and decide how

to best respond

the platform consolidates the messages

from each source into one place

it allows you to choose a response edit

a response

hide a response

escalate a message to the manager if

needed or determine that a response is

not needed at all

depending on the company you are working

with you may be required to work in

other systems as well

but the team's voting platform will be

your home base

a unique feature of the team's platform

is that it will provide potential

responses to help you choose the best

answer there's no need to start from

scratch

all responses should align with the

company's brand voice

this is important because customers

remain loyal to brands for the quality

of their products the customer

experience and brand personality

you will see every company has a unique

way of responding

now we will talk about the functionality

of the voting platform and how to read

customer messages

once you are logged into teams you can

start responding to messages

the customer message will always be on

the left side of the platform

you can see their name or username the

date and time they reached out

the most important step to answering

customers is to read and understand each

message

as you read the message think about if

this is a potential customer who has

questions about a product or pricing

or a returning customer who may have

comments about the company or questions

about their order

also think about the sentiment of the

message is the customer happy upset or

neutral

here you can identify where the message

came from

you see this message here is from a

facebook post comment

when responding to messages you should

always view the original this message is

from facebook so it says view in

facebook when you use this feature you

can see the company's original post

sometimes a picture or video

click this to gain more context about

the customer message and to provide an

accurate response

keep in mind that there may be some

sources you will not be able to see

this is company specific

once you understand the message you

should evaluate if a response is needed

no response is needed or if you should

escalate to a manager

here you see auto-generated potential

responses on the right side of the

voting platform

if you decide that a response is needed

you have two choices

you can either select a perfect response

or edit the message

remember the platform was designed to

provide accurate responses that answer

the customer inquiry so you don't have

to start from scratch

you will review the pre-populated

options to see if you can find a perfect

response

a perfect response should be selected

when a response is ready to go with no

edits and the response answers the

customer's question in entirety

make sure to read the message carefully

to avoid any mistakes here

some examples of perfect responses would

be

if the customer is asking about pricing

a perfect response states the price

if the customer complements the brand a

perfect response is thanking them

if a customer asks about their order a

perfect response is sharing information

about tracking their order

you will also have the option to edit

the response and make any minor

adjustments that are needed to make the

response perfect

an edited response will contain the

general information you need to assist

the customer

minor adjustments you may need to make

include if the customer's name is wrong

the product is wrong or there's a

grammatical error

there may also be instances where you

need to add information to a response

you may decide that no response is

needed when you choose no response

needed the message will leave the queue

and no one else will see it or respond

to it

examples of when no response is needed

may be if the customer is only

responding with emojis or simply tagging

the name of friends in a post

you may decide that you need to escalate

the message to a manager

when you do this it will escalate the

message to the company's internal team

and let them know the message needs

their attention

a message may need to be escalated if

the customer is reaching out about

something urgent or sensitive

examples include angry customers

customers talking about sensitive topics

or any message that is time sensitive

you'll be trained on what tickets need

to be escalated since it's specific to

each company

if you are not sure if it's sensitive

check the training guide or reach out to

the team on slack

you also have the option to skip a

message this keeps the message in the

queue for someone else to assist with

you'll select skip this message when

there are no possible responses or you

are unsure how to assist the customer

you may be told when to skip for

specific scenarios pending the company

you're assigned

another feature that is helpful if the

predetermined responses do not answer

the customer inquiry is the search

feature

it allows you to take keywords from the

customer's message to help find a

perfect response

the search feature will show you

responses that have been provided for

similar questions in the past

an example would be

if a customer was asking if they can

write a memoir we could search memoir

here

for social messages you will also see an

option to hide this message

there are times when you will be asked

to hide customer messages typically this

will address negative comments or spam

that the company has identified they do

not want on their platform

if there is another customer message it

will appear on the left hand side and

you can repeat the process

now that you understand the platform we

will talk about the payment structure

experts are paid based on the number of

messages they respond to the more

messages that you correctly respond to

the more you get paid

each company has a designated amount

they pay per message

the rate increases based on the

company's individual needs the type of

support they are receiving

and the complexity of the processes

for some companies experts will be

handling tickets on social channels chat

and email

to do this they will exclusively be

using the test voting platform as

outlined in the previous slides

for other companies there is additional

work outside the team's platform

the tickets will require access to the

company's ordering system and will be

using platforms such as shopify

gorgeous and ship hero to name a few

more complex processes include handling

order status returns exchanges and

refunds

additional training is provided when

working outside of teams on other

systems

as you respond to messages you will

start to accumulate earnings

once you reach your first fifty dollars

you will be eligible to receive your

first payment and tatask will send you a

unique code to set up your account with

stripe

each time you reach 50 in accumulated

earnings a payout will be processed via

stripe

now that you understand the platform and

how you will be paid we will talk a

little bit about how you can stay

engaged as an expert and as part of the

chat test community

we have pulled together a few tips from

our top experts to pass along as you

kick off your journey

some keys to success

log into teams to check for messages

ask questions on slack

review company updates

check your email

and use the training guide

set goals and organize your schedule

ask yourself how many hours am i going

to dedicate to work on tickets am i

aiming to do that on weekdays or

weekends

am i more likely to work during the day

or after hours

will you log in multiple times a day or

complete your work consecutively

set your own expectations and decide how

much you want to earn working as an

expert what will you need to do to

achieve that goal

reach out and communicate with the chat

does team

once you go live for a company you will

be added to their slack channel

you can reach out with any questions or

comments that you have

if you have additional questions we

recommend checking out the chat desk

expert help center

this is where common questions and

answers are housed

and last download the chat desk app to

be notified of new messages and to track

your earnings

so what's next

now that you've watched the onboarding

video take the evaluation

after that you'll go on our expert wait

list

from there you'll get an email with a

company assignment and you'll attend a

company specific training

and after that you'll go live

that concludes the expert onboarding

training we are so excited you joined us

today and we look forward to having you

as part of the chat desk team