Managed Live Chat | Welcome Kit

Congratulations and welcome to your Managed Live Chat Service! Thank you for partnering with Postmedia. To get started, there are a few simple things our fulfillment team will need.

Welcome Call Checklist:

1. Company Information

• Company logo in one of the following high-resolution formats: EPS, AI, PDF, SVG
• Company brand colours: Pantone or RGB values

2. Company Communications and Events

Gather the most frequently asked questions that customers ask about your business, both online and offline, along with the answers to those questions. Provide a list of links to current customer communications such as e-mail newsletters, blogs or an events calendar.

3. Industry Information

Provide a list of links to industry resources such as trade journals, white papers or any frequently referenced publication you use when assisting customers.

4. Live Chat Goals

Professional and authentic interaction with clients plays a huge role in customer service. It helps to build a lasting relationship with the customer, inspire future communication and create advocates for your brand.

On the Welcome Call, we’ll spend 45-60 minutes defining your Live Chat objectives, style of communication and overall customer experience goals.

5. Customized Knowledge Base

After the initial Welcome Call, our team will create an online knowledge base. The knowledge base is an online catalogue of information about products or services related to your business. It also contains frequently asked questions and answers about your business.

Our live chat reps will be able to instantly access your knowledge base and provide customers with solutions, right there at their fingertips. You will have access to the knowledge base in order to access it any time and ensure that our live chat reps are answering with accurate and up to date information.

Please Note: Feedback is crucial to our collaborative process and there will be specific times we will ask for your input about your knowledge base. We’ll provide ample time for you to review and approve knowledge base updates before we make any changes.