This document provides an agenda and information for an online support lesson. The objective is for students to learn vocabulary related to online support in order to provide customer support online. It defines online support service as answering customer questions digitally using tools like email, chat, and messaging. It provides tips for good online customer service such as easy interactions, choice of channels, fast replies, and empathetic agents. It also gives recommendations to improve online support like helping customers help themselves, meeting them where they are, getting a complete view of customers, responding quickly, training support teams, deescalating conflicts carefully, asking for feedback, and being human. New vocabulary words are defined related to online support forums, chats, agents, posts,

1. ONLINE SUPPORT 1

2. AGENDA
 WELCOME
 OBJECTIVE
 PRESENTATION
 VOCABULARY
 EXERCISES
 FORUM

3. Objective: By the end of the lesson, students will be able to
handle the vocabulary related to Online Support, in order to
put it into practice when studying and applying online support
for customers in the Call Center area, by realization of
practices in the forum and learning new vocabulary during the
class.

4. What is Online Support Service?
Online support service is the process of answering customer questions digitally
using tools such as email, social media, live chat, and messaging apps.
Online support service has a few key benefits:
 Customers can get more immediate, in-the-moment help
 Support teams can manage more requests in less time
 Companies can reduce wait times and increase customer satisfaction

5. Tips for good online customer service
Now that we're becoming accustomed to doing essential functions online, from grocery shopping
to telehealth appointments, customers will come to expect seamless online experiences
everywhere. Whether you're a household name or a scrappy startup, the expectation for what
defines good customer service is increasing.
The only option is to rise to the occasion, and we're already seeing that more than half of customer
support teams are prioritizing customer experiences more than they did a year ago.
Good online customer service meets customers' expectations. Read on to better understand
customers' priorities and how you can meet (and exceed) their expectations.ar

6. 1 - Easy interactions
65 percent of customers want to buy from companies that offer quick and
easy online transactions.
Meanwhile, 75% of customers said they were willing to spend more to buy from
companies that give them a good customer experience. It’s no wonder, then, that
companies like Target and Amazon have been thriving despite COVID challenges.
They understand the importance of customer obsession and are able to deliver a
consistent experience from start to finish.

7. 2 - Choice of channels
64 percent of customers used a new customer service channel in 2020, and
73 percent plan to keep using it.
A lot has changed recently, including how customers talk to support. The reality is
that customers will expect companies to be just as adaptable to new and
emerging channels as they are. That means meeting your customer where they
are, whether that’s an email, chat, or Instagram DM.

8. 3 - Fast replies
Most customers expect an email response in 12 hours or less, and for
channels like social media and chat, the expectation is that you’ll be even
faster.
Responding to customers in a timely manner shows that you value their time, and
more generally, their business. To improve your reply time, consider how your
technology plays a role. Giving agents access to more information with fewer
clicks can save time and improve focus.

9. 4 - Empathetic agents
49% of customers want agents to be empathetic. Meanwhile, they also have
high expectations around diversity and corporate responsibility.
Beyond technical skills, customer service agents need to bring empathy and
humanity to their role. Agents should also be sensitive to customers’ needs post-
COVID, as many people remain isolated from loved ones and may be
experiencing various forms of grief.

10. How to improve your online support service
Meeting your customers needs—answering their questions, solving their problems,
helping them find peace of mind—is one of the best ways that you can show your
customers true empathy.
In this era where so much of what we do happens online, it's going to require empathy
and understanding to differentiate yourself from the competition and improve customer
loyalty.
Here are a few tips to improve your online support service:

11. 1. Help customers help themselves
Answering common questions in your self-service help center has a few key
benefits, including the convenience of being available to help customers 24/7. In
fact, 69 percent of customers want to resolve as many issues as possible on their
own.
Keep your help center up to date with product information, and enlist the help of
your customer support team to provide the most relevant and helpful information
based on incoming customer requests they're seeing. They are close to both your
customers and the product, so they will have valuable perspective to offer.

12. 2. Meet your customers where they are
Customers have come to expect that they can talk to companies on the channels
they prefer. For some customers, that might be your standard web form that
automatically creates an email. For others, they might be more inclined to send
you a quick message via WhatsApp or Instagram DM. Meanwhile, you might find
that a strategically deployed live chat on your website's product pages might help
you reel in potential customers.
The truth is, it will probably be some combination of all these. With
an omnichannel strategy for customer service, you can manage all your service
channels in one place and tune into customer data that will allow you to
personalize your online support.

13. 3. Get a complete view of your customers
Tapping into customer data, either through app integrations or custom-built apps,
can help you provide more personalized service to customers online. With
Zendesk for customer service, customer context can be pulled into your agent
workspace and managed from a single view. This gives your agents the full context
of the customer relationship, such as past conversations and purchase history. It
also saves them time by eliminating the need to toggle back and forth between
multiple systems, which can be a major pain point for support reps.

14. 4. Respond as quickly as possible
One of the advantages of online customer support is that a customer can expect faster, in-the-moment
assistance. For example, if a customer has a quick question about sizing, they can ping you via chat to
confirm before they submit their order. But this only works if a customer service representative is poised and
equipped to help.
Part of this is a matter of staffing. Look at your help desk metrics to get a sense of ticket distribution by
channel, and deploy your agents accordingly. For example, you might need more agents on chat during peak
business hours to keep up with your response time benchmarks.
Your technology is also important. If agents are working with outdated systems, that's going to slow them
down. Similarly, if they are navigating multiple layers of process, it will take longer to answer even the simplest
questions. Make sure you have the right tools in place, and then optimize your workflows for efficiency.

15. 5. Train your support team for soft skills
The same customer service skills we typically think of, such as mirroring and warm
tone of voice, also apply in the digital realm. They just require a bit of training to
translate to online channels.
Remember: People tend to read emails in a more negative tone than originally
intended, so agents should keep their communication light and conversational.
Agents can convey warmth by using emojis, exclamation points, or even gifs when
appropriate.

16. 6. Deescalate with care
Customer complaints are inevitable, but these conflict resolution techniques can
help you stay calm and begin the process of repairing the relationship. It's
important that you tackle these conversations from a place of empathy. You never
know what the person on the other side of a conversation has experienced that
may be triggering feelings of anger and frustration.
As a customer service provider, your job is to listen sincerely and act
appropriately. It can be difficult to manage your emotions, especially if you are
feeling burned out, so remember to drink water, take breaks, and be kind to
yourself.

17. 7. Ask for feedback
Feedback is a critical part of the online customer service process. Asking for feedback
shows your customers you care about their experience and that you value their input. You
should regularly monitor customer feedback and measure your customer satisfaction
(CSAT) score. CSAT surveys at the end of every interaction will help you gauge
satisfaction and identify issues in the moment.
You can also using social media listening tools to help you hear what customers are
saying about your product or service, even when they don't tag you on Twitter or
Facebook directly. These tools can help you get a sense of how your customers truly feel
about your brand, and give you insight into how to evolve your brand messaging and
engagement strategies.

18. 8. Be human
We all crave the authenticity of real, human connection. Recall the story where
a Zappos customer service employee stayed on the phone with a customer for
over 10 hours. This is just one example of how relating to each other as humans
can have a positive impact on business.
Empower your agents to connect with customers from a place of truth and
openness. A simple anecdote or acknowledgment of shared experience can
strengthen your connection and increase customer satisfaction. Having a sense of
humor can also help diffuse a tense situation and move conversations toward a
mutually beneficial resolution.

19. NEW VOCABULA

20. Chat room: A chat room is an on line application in which multiple users may
communicate with one another publicly via text.
Instant message: An instant message is a way of sending text directly to another
person in real time.
Interactive: If media is interactive, it responds to a user's input.

21. Forum: A forum is a type of organized internet community where users may post
and respond to one anothers' messages.
Live chat: Live chat is an online application that allows users of a website to
communicate with an agent or administrator of the website.
Moderator: A moderator is a person who is responsible for policing the rules of a
forum and sometimes handles basic website maintenance.

22. Online agent: An online agent is a company representative who provides online
customer support.
Post: A post is a public message on a forum.
Proactive: If an action is proactive, it happens in anticipation of probable future
events.

23. Reactive: If an action is reactive, it happens in response to specific user input.
Real-time: If communication is in real-time, it is happening live without delays.
User: A user is a person who interacts with a website or forum.

25. Instructions: Read the following article and then answer
some questions in your Notebook, then upload it in the
forum section.
(Write every question with their correct answer).