Customers can initiate a chat request through the website once they have logged in. These come through Zendesk and you will be notified with a sound and a pop-up when a chat has started. Here are some general practices for chat.
- Customers initiate chats through our website once they have logged in. When a customer initiates a chat and an agent joins the chat, the customer will see the name of the agent responding.
- As with all channels of communication, be courteous and helpful in a timely manner.
- Chat is very similar to phone in that it is a conversational, real-time interaction. However, like email, chat requires strong writing ability
- Tone is often difficult to decipher in chat which tends to be a series of short, quick statements. Therefore, pay close attention to the way things are written while chatting. Word choice and a gentle, informative tone are key. A good rule: if you didn’t have the ability to include an emoji, would the recipient understand the tone? Be kind with your words.
- Chatting will involve multitasking. While you may be able to handle a chat and text at the same time, don’t do so at the expense of providing customers with timely service. Only take on what you can handle. If a customer is waiting more than a minute or two between responses, you are effectively putting them on hold. Treat them the same way you would on a phone call and give them time expectations.
- Be a keen reader. Customers are often less able to express themselves or explain themselves in writing. Read carefully and ask questions. Don’t jump to conclusions.
- If you cannot answer the question, send a ticket to the appropriate group and inform the customer that another member of our organization will be reaching out. Add a ticket assigned to the appropriate group with the contact information of the customer.
- End on a positive note. Thank the customer, tell them to have a great day, say something that shows positivity and keeps the chat experience cheerful.