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Digital Helpline Skills

Digital Helpline Skills

Digital-based support such as email or webchat requires different approaches, understanding and techniques to telephone helpline skills. Whether your service already offers, or is considering digital-based channels, this course provides vital insights on how to respond to service users effectively through written communication.

Through practical exercises and exploring best practice for each channel, you can ensure the people contacting and accessing your service receive high quality, consistent delivery across all your channels.

Learning aims:

  • To identify key challenges of responding by email and live chat
  • The advantages and disadvantages of text-based services
  • About the resource implications for live chat
  • What is meant by the 'textscape' and its impact on helpline work
  • Options available for greeting service users and sign-offs
  • The structure of written communications
  • Assumptions made based on text and how to interpret and minimise them
  • How and when to use templates and standard responses
  • Your responsibilities in relation to managing confidentiality and safeguarding
  • How to convey empathy, use paraphrasing and active listening skills via text-based channels


To chat with us or book a place onto one of our Open training courses please call us on (0) 300 330 7777 or email training@helplines.org