Chatdesk: Expert Onboarding Overview
Summary
TLDRWelcome 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
😀 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.
📝 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.
💼 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.
Mindmap
Keywords
💡Chat Desk
💡Experts
💡Customer Service
💡Team's Voting Platform
💡Brand Voice
💡Escalation
💡Supplemental Income
💡Professional Network
💡Slack
💡Evaluation
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
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