While the entire Success Guide applies to chat, there are some minor nuances and differences to take note of.
First off, make sure to check out this article for more details about handling chats including how long you have to accept them:
With chat, quick first response times are crucial. Even sending a message saying "hello" within the first few seconds can start an interaction off well. Our platform will automatically assist you in this regard, but it is still important for you to make contact quickly.
Because First Response Time is so important for chat, our platform will provide pop-ups within the platform to notify you when you have a chat to accept.
Frequent status updates during the interaction help reaffirm to the customer that you're working to help them. Every 60-90 seconds, it's helpful if you'll let the customer know that you're still with them and update them on what you're doing.
While our system has lots of Macros directed at tickets, when handling chats it is important to break down the Macros into more manageable chunks. So, instead of sending the entire answer at once, send each thought or paragraph as a separate message so that it reads more naturally and seems genuine.
Customers are often multi-tasking during these interactions, so remember to be patient with them.
If you can't find the answer fairly quickly, it is important to reach out to our Specialist quickly to avoid making the customer wait. Mention that you're working on a chat so that the Specialist understands the urgency.
If you're unable to find an answer and you're unable to get a reply from a specialist, let the customer know that you're checking into this further and that you'll get back with them as soon as you have more information.
IMPORTANT - Many of the systems with which we integrate have bots that interact with the customer. Furthermore, we also have a bot that reaches out to the customer with questions to help us route the question to the best Expert. All of these messages between the bot and the customer are visible when you take a chat; it's important that you read and understand all of them. Otherwise, you could misunderstand the intent of the chat and answer it incorrectly.
Did you know that, for most chat conversations, you can see the customer's current page? This feature is extremely helpful for situations where a customer is reaching out about a specific product. This button will show in the customer's very first inbound message when it is available.
It's a good idea to confirm the product with the customer, though, just to ensure you're on the same page.
Example of a chat that provides the customer's current page.
In many cases, our artificial intelligence and operator bot will send messages for you to save you work and to provide a better experience for the customer. This often happens before you've taken the chat, and sometimes it will happen after.
Make sure you're watching for these messages, so you don't send the same message again. It'll still appear as it came from the same person which could be confusing to the customer.
The Expert sent an identical message to one that had been previously sent.
For some chat messages, we can determine if the customer is still on the Business Partner's website. In these cases, you will not be able to click the "resolve" button. Instead, we will automatically resolve the chat once the customer has left the business partner's website. This typically happens pretty quickly, but it may take up to 48 hours.
If you're talking to a customer and the message is removed from your inbox, this is likely what has occurred. You'll still be paid for this ticket.
It is important to remember that many of our Business Partners enable chat as a sales tool. It helps them convert more visitors into actual customers. It is important that you take the opportunity to also help convert the visitor into a customer. You can learn more about selling to customers using this article.
Keyboard shortcuts can speed up your workflow tremendously. This is very helpful for live chats.
It's possible to send a composed message without clicking the send button by using Cmd (Command) + Enter or Ctrl (Control) + Enter. Using either of the key combinations will immediately send a chat or email response without the need to use your mouse. While you'll still be able to click the send button as you can today, learning this combination should significantly improve the speed at which you can reply.
Examples of Poor Chat Response Time
Examples of Bot Messages