Enhance Live Chat Support Quality - 25/07/2026 06:12 EDT
Publicada el 2026-07-25
Descripción de la oferta
Our sales funnel is solid, yet I know we can only retain customers—and win new ones—if every live-chat interaction feels fast, helpful, and genuinely human. Right now chat is the only support channel we run, so the experience has to be flawless. Here is what I need from you: • Audit our current live-chat transcripts and KPI reports to spot gaps in tone, accuracy, and resolution time. • Craft an updated conversation framework: greeting scripts, escalation paths, empathy cues, and closing statements that fit our brand voice. • Set up measurable quality standards inside our platform (we use Zendesk Chat, but the skills are transferable to Intercom or LiveChat). • Train our two-person support team—remote session is fine—on the new playbook and give them a feedback loop we can sustain after you leave. • Deliver a short scorecard template that lets me track CSAT, first chat resolution, and average handle time at a glance. Acceptance criteria – At least five real transcript rewrites that demonstrate the new framework in action. – A one-page SOP outlining the quality rubric. – Live walkthrough with my team where we achieve a mock CSAT of 90 % or higher. If you are comfortable turning average chat agents into trusted advisors and can show past results, I’m ready to get started this week.
Skills
Fuente original: freelancer