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Team training and onboardingTrained on live tools, not slides.
Team training and onboarding means getting your people adopting the software they already use, whether we built it or you simply need your team to catch up on a tool they are not using well. We work in the tools we know best, Zoho, HubSpot, Freshdesk, Zoho Desk and Shopify, and we check how the tool is set up before we train. The examples below are from our customer support training: our Job Ready programme, and the same hands-on training we run for company teams inside their own helpdesk.
- 3 days of theory
- Live cohorts
- Shopify
- Freshdesk or Zoho Desk
- Individual staff accounts
- Team training for companies
Taught on screen, in the actual tools.
Every session runs inside a working store or helpdesk. Trainees watch a real workflow, then do it themselves.
Walking through a refund, step by step
A live session with the full cohort, working through an "Initiate a Refund" ticket: what the ticket needs, how the SLA clock works and how to reply properly.
Trainee names and faces blurred.
Trainees handle customer conversations, not quizzes.
After the theory phase, the work is hands-on. Trainees answer customer messages in a live Shopify store and a live helpdesk (Freshdesk or Zoho Desk), with real order data, tags and assignments.
A live inbox, worked in real time
During sessions, trainees answer incoming conversations about orders, delivery costs and products, and tag each one by topic so it can be tracked.
- Order status, shipping and product interest tags
- Customer context shown beside each conversation
- Reviewed live with the cohort
Names blurred.
Assigned, answered, reviewed
Conversations are assigned to individual trainees, who reply to the customer directly. Each reply is then reviewed for accuracy and tone.
Names and emails blurred.
Every trainee gets their own account.
Trainees are added as staff with a Customer Support role, the same way a business would add a new hire, so they learn permissions and workflow as they really are.
Staff accounts with support permissions
Each trainee is invited as a staff member with the Customer Support role, then works the store with exactly the access a support agent would have.
Cropped to remove names and emails.
Orders processed end to end
Orders are placed, paid and fulfilled inside the training store, so trainees support customers on orders that actually exist in the system.
Customer names blurred.
Train your team, or train with us.
Companies can have their team trained on the software they already use, whether we built it or not, or their support team trained inside their own helpdesk. Individuals can join the next Job Ready cohort.