Module 4 · Tools and channels Lesson 10 of 15

Live chat and social support

Worked example

Three short lines in twenty seconds keeps a chat alive; one long reply makes the customer think you have left and they close the window.

Your practice task

Answer the same question in email form and in chat form, and compare the two.

Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.

Key takeaway

Chat is faster and less formal than email, and the reader is watching you type. Short lines, one question at a time, and a clear next step beat a perfect paragraph they wait a minute for.

Almost there

15 lessons left of 15

Finish every lesson to unlock the certificate. Each one ends in a practice task — do them and the final project brief writes itself.

Next recommended course Digital Marketing Masterclass