I'm glad you asked.
When you log in to the platform the first time, I'll message you with a few tips and links to a few videos. I'd definitely recommend reading that and watching the videos.
During the previous step of the assessment, we provided a list of three skills that make an excellent Expert. Those still hold true during this phase of the assessment. As a reminder, here they are with some additional details.
Read ALL information thoroughly and be sure you are fully and accurately addressing the customers' questions and concerns. Take the time to thank them for reaching out.
Connect with the customer. Providing extra empathy and showing them you care is important! When possible, address them by their name to show that they are valued. Mention any personal details back to them as evidence that you're a real person that actually took the time to understand their message and send a response.
Ensure that your grammar and formatting are correct. Minor mistakes can add up and earn a negative customer review, but something as easy as formatting your response with line breaks can make it easier to read. We recommend installing the free Grammarly Chrome extension. It does a much better job of checking your work than typical spell checks and only takes a few minutes to get started.
Here are a few bonus hints:
Do not attempt to complete the test tickets from your mobile device. You just won't be able to use our platform and access the necessary information otherwise. While you won't fail because you used a mobile device, virtually everyone who does will have mistakes that causes them to fail.
It's stated elsewhere, but it bears repeating; read ALL information thoroughly. This goes beyond the customer's questions. We're looking for Experts with attention to detail.
Our mission is to provide world-class customer service. When answering the customer, ask yourself if you'd describe your responses as world-class if you were on the receiving end.
Great customer service is as much a sales position as it is a support position. Is the item the customer requested out of stock? Share a link to a similar, in-stock item. Think the customer would be happier with a different item? Take the time to explain why the alternative might be better for them. Are there parts or accessories that would be useful to the customer? Include those in your response.
Answer the question(s) beyond their question. Is the customer asking about sizing, availability, color, etc. about an item? Do they seem uncertain? Provide them the answer they are requesting, but take it further by providing them information about return policies, money-back guarantees, etc. that will help put them at ease about making a purchase.
Be careful not to bury the answer with too much information in your reply. While at first this may seem contradictory to some of the points above, it's possible to find the right balance. For example, pasting a list of 100 different specifications is not useful. The customer will never read through that; they'll just assume you didn't answer their question and will be more likely to leave you a negative review.
Make sure you explicitly answer the customer's question and do it with confidence. If the customer asks "will this fit?" and you only provide sizes/dimensions, then you haven't really answered the question. You left the work to the customer.
The SimplrFlex platform handles support for a huge variety of businesses. Make sure you don't mix information up or use the wrong business name.
We provide many saved responses (macros) for your use, but great Experts take the time to modify and personalize these for customers. A few seconds of extra work can make all of the difference.
Don't get sassy or rude with the customer or with our team. If you get the urge, just step away from the keyboard for a minute and cool off.
Looking for all the tips and tricks we have available? Check out the Expert Success Guide. It's packed full of valuable information that'll help you be the best you can be!