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.