Chatdesk: Expert Customer Support Agent Onboarding Process

📝 Chatdesk is a platform that connects companies with customer service professionals, called experts, to deliver personalized customer service.

💼 Experts are freelance customer support agents who help businesses scale their customer service by answering consumer questions and engaging with customers on social channels.

🌍 Becoming an expert allows you to join a global community of individuals passionate about providing the best possible customer experience.

💼 Flexible schedule and opportunity to work with brands they love.

📚 Culture of learning, coaching, and improving support and satisfaction for customers.

🌐 Review and respond to customer messages from various sources using the voting platform.

💻 The team's voting platform provides potential responses to help choose the best answer and ensures that all responses align with the company's brand voice.

📝 When responding to customer messages, it's important to read and understand each message, consider the customer's potential questions or comments, and evaluate if a response is needed or if escalation is necessary.

🔍 The platform allows you to view the original source of the customer message, such as a Facebook post, to gain more context and provide an accurate response.

📝 The platform provides pre-populated responses to customer inquiries.

🔍 Perfect responses require no edits and fully address the customer's question.

🖊️ Responses can be edited to make minor adjustments or additions.

❌ No response is needed if the message is irrelevant or doesn't require a reply.

📈 Messages can be escalated to the internal team for further assistance.

💡 Escalate messages that require attention, such as angry or time-sensitive customer messages.

✅ Use the skip option for messages without possible responses or when unsure how to assist the customer.

🔍 Utilize the search feature to find pre-defined responses for similar customer inquiries.

🚫 Hide customer messages that contain negative comments or spam.

💰 Experts are paid based on the number of tasks completed on the platform.

💰 Experts get paid based on the number of messages they respond to, with different rates depending on the company and the complexity of the support needed.

📧 Experts handle tickets on social channels, chat, and email using the test voting platform, and for some companies, they also work outside the platform with access to ordering systems like Shopify and Ship Hero.

💵 Once experts accumulate $50 in earnings, they can receive payment through Stripe, and they are encouraged to stay engaged by logging into teams, asking questions on Slack, reviewing company updates, checking email, using the training guide, and setting goals.

📝 Set your own expectations and goals for the amount of work and earnings as an expert.

💬 Reach out to the Chatdesk team for any questions or comments, and utilize the expert help center for common questions and answers.

📲 Download the Chatdesk app to receive new messages and track your earnings.