Welcome to the IM+ Chat and Whatsapp Training Module.
This module will walk you through IM+, providing the knowledge and skills necessary to use IM+ to communicate with our customers on chat and WhatsApp, ensuring a smooth and efficient process.

So, in this section, you'll discover:
1) What is the IM functionality in IM+
2) How can customers connect with us from My Account & WhatsApp
3) How to make yourself available for chat/Whatsapp (go online)
4) How to answer a chat/WhatsApp
- Using Quick Replies
- What happens if the customer does not reply
- Automated messages & agent reminders/Pop-Ups
5) Chat Status and Service Track Metrics
- Processing
- Queuing
- Finished
- What is “Common” and what is “More”
6) Transfer a chat to another agent.
7) How to go offline

Who is this course for?
CS agents, Experts & Team Managers

What can the learner do after completing the course?
Agents will become proficient in using IM+ on chat and WhatsApp with our customers.

Duration: 20 Min.

Upload: 17.05.2024