During your first few days on the job, you probably won’t be talking directly to actual customers. First, you will need to go through some initial training and orientation to prepare you.

The initial step may be to complete an online video training course. You can work through this in your own time and get a feel for how everything works. Then you will be buddied up with a mentor who will help you put the theory into practice. This may be a live chat supervisor, or it could be a team member with good experience. 

Your training will cover all the areas that are important to doing your job well.

You will be spending most of your working hours using the live chat system, so it’s vital that you understand how to use this software. Your training will walk you through everything you need to know, from initiating chats to finding information in the knowledge base.

Make sure you understand precisely how the software works and that you can find the functions you need. The last thing you want is to be flustered and looking for answers while in the middle of a live chat with a customer. Being prepared makes all the difference.

If you encounter any issues when using the software, let your supervisor know. For example, there may be some compatibility issue that needs to be fixed before you continue. It’s always best to get this sorted out before you start chatting to customers. 

While chatting to customers is usually fun, it does bring challenges. You need to know how to deal with every situation that’s likely to arise while working. All of this should be covered in your training.

Chat etiquette is all about dealing with visitors the right way. That means staying polite, even when the person you are talking to is getting hot under the collar. Staying professional and sticking to the proper etiquette will help you come out ahead every time.

Best practice training will teach you how to deal with various situations that may arise during your day-to-day work. This may range from the right way to start chats to calling for extra help when you need it. 

As a member of the live chat team, you will be expected to be productive and valuable. So many companies set goals or targets that agents need to meet. This may include the number of chats handled per day or the time taken to answer a query. 

Your training will clarify what those goals are and what you should do to meet them. It will also tell you how to get help if you are falling behind. It’s all about teamwork, so you will quickly hit your targets if you are a good employee. 

Every organization has its own values and unique way of doing things. As part of the team, you need to be aware of these and why they are important. So your training will include advice on the company culture.

Taking this training on board will help you fit in, even if you are working remotely. Often this will mean putting the customer first, being professional at all times, and being committed to doing the job right. 

Many organizations will pair a new employee with an experienced live chat agent for the first week or two. This mentor will be on hand to help you whenever required. 

Be sure to take advantage of your mentor. Instead of trying to figure things out on your own, ask for help when you need it. You will get up to speed much more quickly, which will help you succeed in your new job.