Course curriculum

  • 1

    Introduction

    • Introduction (1 min read)

    • Lesson 1: Why customer service is important (1 min read)
  • 2

    Module 1: Customer Service

    • Lesson 1: Define what great customer support looks like (35 min video)

    • Lesson 2: Use a variety of different channels (5 min read)

    • Lesson 3: The Reason for Adding Live Chat Support (5 min read)

    • Lesson 4: Case Study and Live Chat Tips (6 min read)

    • Lesson 5: Forecast the demand for support (3 min read)

    • Lesson 6: Use customer support to enable sales (1 min read)
  • 3

    Module 2: Outsourcing Customer Service

    • Lesson 1: How to Effectively Outsource Customer Service (3 min read)

    • Lesson 2: Knowing when it’s time to outsource customer service (2 min read)

    • Lesson 3: How to create a successful outsource support partnership (3 min read)
  • 4

    Putting it all together

    • Conclusion (1 min read)

    • Additional Resources: Checklist and Popular Apps

    • Bonus: Session Recording with Gorgias (45 min video)