Chat Engagement

Chat Etiquette & Professional Expectations

Chat written responses should not be treated like text messages, do not use shorthand or abbreviated words.
Make sure you begin all of your sentences/responses with a capital letter.
All responses should be written in complete sentences.
Check your grammar, spelling and include the appropriate punctuation.
Use a professional tone and formal writing style.

Common Errors & Suggested Solutions

Engage your prospective lead as soon as the chat comes through in order to gather necessary information in order to assist student towards enrollment.
If you are unaware of an answer please let your lead know that you need a minute to check on the answer, do not respond “I do not know” and leave the prospective student’s question unanswered and unresolved.
1. 1. - Confirm that you understand what the student is asking/needs.
    - Use your training resources, team, manager and other departments as resources to assist with answering the student’s question.
    - If additional time is needed let student know that you are dedicated to answering their question and will need additional time to research their request. Then follow-up with the correct answer by email or phone (be sure to get a phone number) in order to provide excellent customer service.
If chat ends abruptly, (internet cuts out, accidentally logged out, etc.) be sure to send the lead a follow up email to address any questions that may have been missed and/or to gather phone number in order to properly walk them through the enrollment process.
All leads created after a chat engagement are automatically uploaded into Zoho as Chat Leads (Lead Source 1: Chat). These leads will then receive the chat lead email marketing drip campaign.
Chat transcripts are automatically uploaded into the Notes field in the Zoho profile.

Page updated

Report abuse