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.