Customer Service Training for New Chat Agents

This project is a hypothetical scenario designed as part of my learning journey as an Instructional Designer.

The focus is on an organization that needs to train new employees to become chat agents.

The training is scenario-based, which serves as an effective visual training aid.

Using visual examples and cues makes it easier to guide new employees through the necessary steps to learn about the job.

Tools Used: Articulate Storyline 3 and Articulate 360, Freepix, Canva, Microsoft Word, Pixabay

Woman sitting at table with tablet that has the title page of the project.

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The Problem

I developed the concept of Curl Works as a company that specializes in products for people with wavy and curly hair. You could say I was inspired by this idea since I have curly hair myself.

Being a chat agent requires knowledge of curly hair and an understanding of how Curl Works products function. Additionally, agents must address a variety of customer concerns.

The Solution

One of the biggest issues that needed addressing is that chat agents work remotely and could consequently be anywhere in the world. This makes training more complicated, which is where online training is necessary.

Chat Agents must have a firm understanding of the products and some of the basics of curly hair care. But they must also learn to navigate some of the challenges of dealing with customers online.

Using scenario-based eLearning is the best method for this type of training. It guides new employees through a number of scenarios that are likely to occur in a format that is engaging and memorable.

ADDIE

I used the ADDIE Model (Analysis, Design, Development, Implementation, and Evaluation) because it allowed me to thoroughly cover the project's topics. This helped me create an excellent design that will line up with the learner's needs and the organisation's goals.

Action Mapping

I used MindMeister for my first project but decided I was more comfortable using Microsoft Word for mapping out this one. I've included a screenshot of part of the dialogue I wrote up on Word.

Screenshot of some of the dialogue used in this project.

Chat-Based Dialogue

I opted for an AI/Robot helper for this project as many organisations currently use AI as chat helpers so it made sense to utilise a robot as part of the theme. I thought adding some sci-fi would make it a little more unique and fun.

The AI Helper is available on almost every slide with advice to help guide the user if they feel stuck.

The user must choose from 3 options when confronted with a question. When a wrong answer is chosen, it demonstrates the potential fallout, but the user has the option to try again. The right answer showcases a positive outcome, and the user can move on to the next stage.

Screenshot of a slide found in the project showing a computer desktop with folders and an app.

The above screenshot demonstrates that I attempted to create a design that emulates a real-life scenario of a computer desktop.

The user will interact with the project, which should feel familiar and will help the learning process. This also includes the opportunity for the user to enter their name and see it throughout the training to personalise the experience.

Visual Guide

Pretty much all of the graphics and backgrounds used for this project were found and edited on Canva. This screenshot shows how I utilised a number of images such as a planet, stars, and mist and layered them to create the final background.

I invented the name Curl Works in addition to the logo to add authenticity. I based the colour scheme on the "brand" colours used by Curl Works which I incorporated into almost everything on each slide.

A collage of colours and other elements found in the project.

The video shows the multiple objects utilised in order to create the chat app for the project and the picture is a sample of some of the different robot characters I used.

Collage of pictures showing the AI Helper found in the project.

Final Thoughts

I've been learning about Instructional Design through research and watching plenty of videos. However, working on practical projects is by far the most beneficial way to learn about this process.

Having now worked on 2 projects, my confidence in my understanding of Articulate Storyline has increased and believe my skills are quite solid.

My imagination as well as my writing and research skills make me an excellent Instructional Designer – I sometimes find it challenging to stop working because of how much I love doing it!

I hope to have the opportunity to create something truly engaging and captivating for you.

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