Learning Experiences

NEXT - Enhanced Live Chat Skills

12.66% increase in CSAT scores in the six weeks post training

Contributed to the 19% uplift in the take up of Live Chat in the three months post training


From their initial launch in 1982, NEXT has grown to include more than 600 stores in the UK and an additional 200+ retail locations in 40 countries overseas.

NEXT introduced online shopping in 1999 and the entire NEXT Directory became available to shop from on the internet, page by page. As the company continued to modernise, Live Chat was introduced but the initial training on the channel was quickly out-grown by the customer’s usage and requests. Customer feedback was trending downward and a learning intervention from Live Chat experts was needed.

The Approach

Time was initially spent on and off-site to complete a full learning needs analysis. This involved: observing the Live Chat teams, reviewing samples of chat logs, training content reviews and holding focus groups with team managers, trainers and advisors. From there, our recommendation was to leverage existing soft skills training for new joiners as foundational content and add a more advanced module for existing chat advisors.

With industry experts as a part of the Davies Learning Experiences team, we work with our clients to ensure their Live Chat training content is modern and practical. Equipping the NEXT frontline team with the skills needed to deliver an excellent customer service experience first time, every time.

The Delivery

Davies Learning Experiences designed a programme based on gaps identified during the needs analysis and the feedback provided directly by customers.

The content that was built included highly interactive and engaging sessions that utilised best practices on language use and customer personalisation techniques. Those sessions were enhanced by training team managers so they could reinforce the themes and messages that their teams were experiencing through quality coaching interactions. Programme sustainability was ensured by completing “Train the Trainer”
sessions for future delivery to the teams in both the UK and India.

The Feedback

Most of the evaluations from the advisor participants centred around the themes of the sessions being fun, very engaging and involving many practical activities to stimulate the group.

Personal commitments from NEXT advisors concluded that this training was more natural, free-spirited, and less stuffy. Learners felt empowered to confidently speak to customers whilst maintaining an improved efficiency on chat.

The Results

The goal NEXT had to guarantee their advisors felt more confident and empowered to meet customers in a more engaging, precise and efficient way, was realised. With this content embedded in the NEXT culture, Live Chat is considered to be “best in class” and not just another source of customer irritants.

Our solution contributed to the adoption of Live Chat through word of mouth and social media as NEXT began to see an upwards of 19% uplift coupled with a significant increase in the NPS scores related to the Live Chat teams.

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Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

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