Chatdesk: Expert Onboarding Overview — Transcript

Full transcript

1. 0:02Welcome to the Expert General
2. 0:03Onboarding. Thank you for your interest
3. 0:06in Chatdesk and joining the Expert
4. 0:08community.
5. 0:09Today, we will review the basics of
6. 0:11becoming an expert.
7. 0:16First, we will talk a little bit about
8. 0:17Chatdesk, the expert role and
9. 0:19responsibilities.
10. 0:21We will review the Teams voting
11. 0:23platform,
12. 0:24how you will be paid, and how to stay
13. 0:26engaged as an expert.
14. 0:31So, what is Chatdesk?
15. 0:33Chatdesk is creating a new way for
16. 0:35businesses to deliver personalized
17. 0:37customer service, drive sales, and
18. 0:39reduce cost.
19. 0:41Chatdesk supports companies with
20. 0:43responding to customer messages.
21. 0:45Through the Teams platform, Chatdesk
22. 0:47connects companies who are looking to
23. 0:49scale their customer support and
24. 0:51customer service professionals.
25. 0:53These individuals are Chatdesk experts.
26. 0:56Chatdesk experts respond to customer
27. 0:58inquiries on social media, chat, and
28. 1:01email.
29. 1:02The goal is to connect experts with
30. 1:04companies they are passionate about. And
31. 1:07we aim to employ people who want to work
32. 1:09on their own schedule and are committed
33. 1:11to delivering quality service.
34. 1:16So, what is an expert?
35. 1:19Experts are freelance customer support
36. 1:21agents who respond to customer messages.
37. 1:24Experts come from all over the country
38. 1:26and include people looking to work
39. 1:28full-time and part-time.
40. 1:30Current experts include stay-at-home
41. 1:32parents, students, and anyone else
42. 1:34looking to dedicate their time to
43. 1:36helping brands reach their full
44. 1:37potential.
45. 1:39You will be helping businesses scale
46. 1:41their customer service by answering
47. 1:43consumer questions, engaging with
48. 1:45customers on social channels, and even
49. 1:47protecting the brand from spam or
50. 1:49negative comments.
51. 1:51Not only that, when you become an
52. 1:53expert, you are joining a global
53. 1:55community of individuals who are
54. 1:57passionate about providing the best
55. 1:59possible customer experience.
56. 2:06There are many benefits to working as an
57. 2:07expert. Experts choose their own
58. 2:10schedule that fits in with their
59. 2:11lifestyle and expectations, which makes
60. 2:14this a flexible way to earn a
61. 2:15supplemental income from the comfort of
62. 2:17your home.
63. 2:20Experts also get to work with brands
64. 2:21they love while having the opportunity
65. 2:24to learn about other leading brands in
66. 2:25the industry.
67. 2:27Upon joining, experts are matched to one
68. 2:30or more companies that align with their
69. 2:31interests.
70. 2:33Whether that's retail, pets, makeup,
71. 2:35sports, etc.
72. 2:39At Chatdesk, we promote a culture of
73. 2:41learning. We utilize check-ins,
74. 2:43feedback, and video modeling with the
75. 2:45goal of strengthening interpersonal
76. 2:47communication while increasing product
77. 2:49knowledge and brand awareness.
78. 2:52We coach experts with the goal of
79. 2:54improving support and satisfaction for
80. 2:56every customer.
81. 2:58Lastly, we offer experiences that
82. 3:00promote using new skills that increase
83. 3:02your professional network and provide
84. 3:04rewarding challenges.
85. 3:11As an expert, you will review and
86. 3:12respond to customer messages that are
87. 3:14consolidated from a variety of sources.
88. 3:17This includes messages from Facebook,
89. 3:19Instagram, TikTok, email, and more.
90. 3:23Once you have read the customer message,
91. 3:25you will read the suggested responses
92. 3:27and select the one that best answers the
93. 3:29customer.
94. 3:35So, how does it work?
95. 3:38This is the team's voting platform.
96. 3:40Experts can leverage the voting platform
97. 3:42to see customer messages and decide how
98. 3:44to best respond.
99. 3:47The platform consolidates the messages
100. 3:48from each source into one place.
101. 3:51It allows you to choose a response, edit
102. 3:54a response,
103. 3:55hide a response,
104. 3:57escalate a message to the manager if
105. 3:59needed, or determine that a response is
106. 4:01not needed at all.
107. 4:04Depending on the company you are working
108. 4:05with, you may be required to work in
109. 4:07other systems as well. But the Teams
110. 4:10voting platform will be your home base.
111. 4:13A unique feature of the Teams platform
112. 4:15is that it will provide potential
113. 4:16responses to help you choose the best
114. 4:18answer. There's no need to start from
115. 4:20scratch.
116. 4:22All responses should align with the
117. 4:24company's brand voice.
118. 4:26This is important because customers
119. 4:27remain loyal to brands for the quality
120. 4:29of their products, the customer
121. 4:31experience, and brand personality.
122. 4:34You will see every company has a unique
123. 4:36way of responding.
124. 4:40Now we will talk about the functionality
125. 4:42of the voting platform and how to read
126. 4:44customer messages.
127. 4:47Once you are logged into Teams, you can
128. 4:49start responding to messages.
129. 4:51The customer message will always be on
130. 4:53the left side of the platform. You can
131. 4:55see their name or username, the date and
132. 4:57time they reached out.
133. 4:59The most important step to answering
134. 5:01customers is to read and understand each
135. 5:03message.
136. 5:05As you read the message, think about if
137. 5:07this is a potential customer who has
138. 5:09questions about a product or pricing,
139. 5:11or a returning customer who may have
140. 5:14comments about the company or questions
141. 5:16about their order.
142. 5:18Also think about the sentiment of the
143. 5:20message. Is the customer happy, upset,
144. 5:23or neutral?
145. 5:27Here you can identify where the message
146. 5:28came from.
147. 5:30You see this message here is from a
148. 5:32Facebook post comment.
149. 5:35When responding to messages, you should
150. 5:36always view the original. This message
151. 5:39is from Facebook, so it says view in
152. 5:41Facebook. When you use this feature, you
153. 5:43can see the company's original post,
154. 5:46sometimes a picture or video.
155. 5:48Click this to gain more context about
156. 5:50the customer message and to provide an
157. 5:52accurate response.
158. 5:54Keep in mind that there may be some
159. 5:55sources you will not be able to see.
160. 5:58This is company specific.
161. 6:03Once you understand the message, you
162. 6:05should evaluate if a response is needed,
163. 6:08no response is needed, or if you should
164. 6:10escalate to a manager.
165. 6:13Here you see auto-generated potential
166. 6:15responses on the right side of the
167. 6:17voting platform.
168. 6:19If you decide that a response is needed,
169. 6:21you have two choices.
170. 6:23You can either select a perfect response
171. 6:25or edit the message.
172. 6:27Remember, the platform was designed to
173. 6:29provide accurate responses that answer
174. 6:31the customer inquiry, so you don't have
175. 6:33to start from scratch.
176. 6:35You will review the pre-populated
177. 6:37options to see if you can find a perfect
178. 6:39response.
179. 6:43A perfect response should be selected
180. 6:45when a response is ready to go with no
181. 6:47edits, and the response answers the
182. 6:49customer's question in entirety.
183. 6:52Make sure to read the message carefully
184. 6:53to avoid any mistakes here.
185. 6:56Some examples of perfect responses would
186. 6:58be
187. 7:00if the customer is asking about pricing,
188. 7:02a perfect response states the price.
189. 7:04If the customer compliments the brand, a
190. 7:07perfect response is thanking them.
191. 7:09If a customer asks about their order, a
192. 7:11perfect response is sharing information
193. 7:13about tracking their order.
194. 7:20You will also have the option to edit
195. 7:21the response and make any minor
196. 7:23adjustments that are needed to make the
197. 7:25response perfect. An edited response
198. 7:28will contain the general information you
199. 7:29need to assist the customer. Minor
200. 7:32adjustments you may need to make include
201. 7:34if the customer's name is wrong, the
202. 7:36product is wrong, or there's a
203. 7:38grammatical error.
204. 7:41There may also be instances where you
205. 7:43need to add information to a response.
206. 7:47You may decide that no response is
207. 7:49needed. When you choose no response
208. 7:51needed, the message will leave the queue
209. 7:53and no one else will see it or respond
210. 7:55to it. Examples of when no response is
211. 7:58needed may be if the customer is only
212. 8:00responding with emojis or simply tagging
213. 8:02the name of friends in a post.
214. 8:07You may decide that you need to escalate
215. 8:09the message to a manager.
216. 8:11When you do this, it will escalate the
217. 8:12message to the company's internal team
218. 8:15and let them know the message needs
219. 8:16their attention.
220. 8:18A message may need to be escalated if
221. 8:20the customer is reaching out about
222. 8:21something urgent or sensitive. Examples
223. 8:24include angry customers, customers
224. 8:27talking about sensitive topics, or any
225. 8:29message that is time sensitive. You'll
226. 8:32be trained on what tickets need to be
227. 8:33escalated since it's specific to each
228. 8:36company. If you are not sure if it's
229. 8:38sensitive, check the training guide or
230. 8:40reach out to the team on Slack.
231. 8:46You also have the option to skip a
232. 8:48message. This keeps the message in the
233. 8:51queue for someone else to assist with.
234. 8:55You'll select skip this message when
235. 8:57there are no possible responses or you
236. 9:00are unsure how to assist the customer.
237. 9:02You may be told when to skip for
238. 9:03specific scenarios pending the company
239. 9:06you're assigned.
240. 9:11Another feature that is helpful if the
241. 9:13predetermined responses do not answer
242. 9:14the customer inquiry is the search
243. 9:17feature.
244. 9:18It allows you to take keywords from the
245. 9:20customer's message to help find a
246. 9:22perfect response.
247. 9:24The search feature will show you
248. 9:25responses that have been provided for
249. 9:27similar questions in the past. An
250. 9:29example would be if a customer was
251. 9:31asking if they can write a memoir, we
252. 9:34could search memoir here.
253. 9:38For messages, you will also see an
254. 9:40option to hide this message. There are
255. 9:43times when you will be asked to hide
256. 9:45customer messages. Typically, this will
257. 9:47address negative comments or spam that
258. 9:49the company has identified they do not
259. 9:51want on their platform.
260. 9:55If there is another customer message, it
261. 9:57will appear on the left-hand side and
262. 9:59you can repeat the process.
263. 10:10Now that you understand the platform, we
264. 10:12will talk about the payment structure.
265. 10:14Experts are paid based on the number of
266. 10:16messages they respond to.
267. 10:18The more messages that you correctly
268. 10:20respond to, the more you get paid.
269. 10:23Each company has a designated amount
270. 10:25they pay per message.
271. 10:27The rate increases based on the
272. 10:29company's individual needs, the type of
273. 10:31support they are receiving, and the
274. 10:33complexity of the processes.
275. 10:36For some companies, experts will be
276. 10:38handling tickets on social channels,
277. 10:40chat, and email.
278. 10:42To do this, they will exclusively be
279. 10:44using the Chatdesk voting platform as
280. 10:46outlined in the previous slides.
281. 10:49For other companies, there is additional
282. 10:51work outside the Teams platform.
283. 10:54The tickets will require access to the
284. 10:56company's ordering system and will be
285. 10:58using platforms such as Shopify,
286. 11:00Gorgeous, and ShipHero, to name a few.
287. 11:05More complex processes include handling
288. 11:07order status, returns, exchanges, and
289. 11:10refunds.
290. 11:12Additional training is provided when
291. 11:14working outside of Teams on other
292. 11:15systems.
293. 11:22As you respond to messages, you will
294. 11:23start to accumulate earnings.
295. 11:26Once you reach your first $50, you will
296. 11:28be eligible to receive your first
297. 11:30payment, and Chatdesk will send you a
298. 11:32unique code to set up your account with
299. 11:34Stripe.
300. 11:35Each time you reach $50 in accumulated
301. 11:37earnings, a payout will be processed via
302. 11:39Stripe.
303. 11:42Now that you understand the platform and
304. 11:43how you will be paid, we will talk a
305. 11:45little bit about how you can stay
306. 11:47engaged as an expert and as part of the
307. 11:49Chatdesk community.
308. 11:51We have put together a few tips from our
309. 11:52top experts to pass along as you kick
310. 11:55off your journey.
311. 11:57Some keys to success:
312. 11:59Log in to Teams to check for messages.
313. 12:01Ask questions on Slack.
314. 12:03Review company updates.
315. 12:05Check your email and use the training
316. 12:08guide.
317. 12:15Set goals and organize your schedule.
318. 12:18Ask yourself, "How many hours am I going
319. 12:21to dedicate to work on tickets? Am I
320. 12:23aiming to do that on weekdays or
321. 12:25weekends? Am I more likely to work
322. 12:27during the day or after hours?
323. 12:30Will you log in multiple times a day or
324. 12:33complete your work consecutively?
325. 12:35Set your own expectations and decide how
326. 12:38much you want to earn working as an
327. 12:39expert. What will you need to do to
328. 12:41achieve that goal?
329. 12:45Reach out and communicate with the
330. 12:47Chatdesk team.
331. 12:48Once you go live for a company, you'll
332. 12:50be added to their Slack channel.
333. 12:52You can reach out with any questions or
334. 12:54comments that you have.
335. 12:57If you have additional questions, we
336. 12:59recommend checking out the Chatdesk
337. 13:00expert help center. This is where common
338. 13:03questions and answers are housed.
339. 13:06And last, download the Chatdesk app to
340. 13:08be notified of new messages and to track
341. 13:11your earnings.
342. 13:17So, what's next?
343. 13:19Now that you've watched the onboarding
344. 13:20video, take the evaluation.
345. 13:23After that, you'll go on our expert
346. 13:25waitlist. From there, you'll get an
347. 13:27email with a company assignment and
348. 13:29you'll attend a company specific
349. 13:31training.
350. 13:32And after that, you'll go live.
351. 13:37That concludes the expert onboarding
352. 13:39training. We are so excited you joined
353. 13:41us today and we look forward to having
354. 13:43you as part of the Chat desk team.