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Chat Support Quality Assurance Checklist

by Paul Geer, from the Community

Downloads: 10+
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This chat support quality assurance checklist helps teams evaluate live chat interactions from greeting and verification to empathy, problem solving, and closure. Review response time, agent identification, rapport building, issue ownership, and use of knowledge base resources. Assess confidence, clarity, grammar, and step by step guidance, along with correct platform processes such as solve reasons. Confirm restating the issue, setting expectations, and documenting accurate ticket notes to drive consistent customer experience and first contact resolution.

With SafetyCulture you can

Digitize any process, procedure or policy
Eliminate mistakes made by paper-based processes
Create and share professional reports instantly
Confirm accountability and compliance with a digital log

With SafetyCulture you can

Digitize any process, procedure or policy
Eliminate mistakes made by paper-based processes
Create and share professional reports instantly
Confirm accountability and compliance with a digital log

About author

Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.