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Welcome Experts! The table of contents below contains hyperlinks! Utilize it to navigate directly to a specific topic!
CHAT FUNCTION:
CHAT FUNCTION:
Welcome, Experts!
We are introducing a new chat function on this account. It is very simple. We'll be going over this in-depth in this lesson, but the general flow for these queues will be as follows:
Receive a queue to check for a chat
Launch and log in to the platform
Find the chat that we received the queue for. (The script will tell you who sent the chat in case there are multiple)
Read the chat and determine which of our macros will be appropriate for their request.
Click the button in the script that pertains to their request.
Follow the flow of the conversation like this until we resolve.
These resolutions may be the customer setting up an appointment through the calendar online themselves, calling us, having us call them, or referring them off. We will NOT be answering any specific questions through the chat.
We will ONLY use our pre-generated macros.
We will NOT be entering our own messages.
SCRIPTING INSTRUCTIONS:
SCRIPTING INSTRUCTIONS:
Let's go over the actual script in Genesis. Our script will look a little different between a successful parse of the information and an unsuccessful parse of the information. This means whether we were automatically able to pull the information from the email we received.
SUCCESSFUL PARSE -
SUCCESSFUL PARSE -
For a successful parse, we will be presented with a screen that looks like this.
You'll notice that we have the full email available to us, along with credentials to log in. We also have a "View Instructions" button which will bring you back here.
The bottom summary is where the parse comes in. If it is successful, we will have a message summary like on our standard accounts. We will use this information when logging into the client's program to determine which chat we will be working with in multiple cases.
UNSUCCESSFUL PARSE -
UNSUCCESSFUL PARSE -
An unsuccessful parse will be very similar to a successful one. The only difference is that we will need to read through the email shown in the script to gather the customer's name, phone number, and email to enter them into these fields. We will then proceed as usual!
HANDLING CHATS -
HANDLING CHATS -
We will go over how to navigate the chat client website later, but first, we need to know how to navigate our script.
We will log in with the credentials provided at the start of the script, as shown in the previous screenshots, and then proceed to read the chat sent by the customer.
Once we have read the customer's chat, we will scroll down and be presented with our buttons and resolutions.
GREETING -
GREETING -
We will begin the chat by copying and pasting the greeting into the chat.
IMPORTANT: It's very important for you to edit your agent name to just your first name in the chat. Make sure to capitalize correctly and continue.
Read the customer's response carefully and proceed to select the reason for their chat!
REASON FOR CHAT -
REASON FOR CHAT -
We cannot enter our own chats, so it's very important that we read their response to our greetings carefully. Use the following buttons to respond to the customer and proceed as appropriate!
If the customer asks us if we handle minor household repairs or handyman services, we will click the "Minor Household / Handyman Repairs" button and be presented with this script to copy and paste into the chat!
Note: This is a closing! We'll go over how to close the chat in just a moment.
If the customer asks for our remodeling, room addition, or outdoor living services, we will click the appropriate button to populate our canned response.
Copy and paste this into the chat, await a response, and proceed!
If the customer asks general questions that are not addressed by our remodeling services, we will use the "Questions" button.
It will populate this canned response.
Copy and paste this into the chat, await a response, and proceed!
ZIP CODE -
ZIP CODE -
We will gather their zip code if the customer has indicated they are interested in scheduling their consultation.
Copy and paste the script above the zip code into the chat, wait for a response, and proceed.
If the customer responds with a zip code, enter it into the "Lookup Zip Code" tool and click the button.
If the customer's zip code is not in our service area, we will be presented with this script to copy and paste into the chat.
Note: This is a closing! We'll go over how to close the chat, in just a moment.
If the customer's zip code is in our service area, we will be presented with this script to copy and paste into the chat.
You'll notice that the last sentence asks the customer if they would prefer a phone call or to handle online to schedule a consultation.
Wait for the response from the customer, and proceed!
CUSTOMER WOULD LIKE TO SCHEDULE A CONSULTATION -
CUSTOMER WOULD LIKE TO SCHEDULE A CONSULTATION -
If we've made it this far, the customer will answer whether they would like to schedule a consultation online or over the phone.
If the customer wants to schedule online, we will press the "Schedule Online" button.
This will populate the canned response shown above!
Copy and paste the response into the chat.
Note: This is a closing! We'll go over how to close the chat, in just a moment.
If the customer indicates that they would like to schedule their consultation over the phone, we will press the "Schedule over the Phone" button.
That will populate the canned response shown above!
Copy and paste the response into the chat.
If the caller indicates that they would like a call from us, we will press the "Confirm Info to Schedule Phone Call."
It will populate the canned response shown above!
We will copy and paste the response into the chat and await a response.
Note: This can be a closing! We'll review how to close the chat in just a moment.
If parsed correctly, the customer's phone number should be shown directly under our buttons. If the parse was unsuccessful, we will have gathered it earlier and can copy and paste it here.
If the caller indicates an alternate phone number, we can also enter it here.
If the caller indicates that they would like a call back at a later time instead of in a few minutes, we will press the "Schedule Call Out" button.
It will populate the canned response shown above!
Copy and paste the response into the chat and wait for a response!
Note: This is a closing! We'll review how to close the chat in just a moment.
If the caller says they would like a call back later and we click the "Schedule Call Out" button, our script will change slightly.
Under the phone number fields beneath our buttons, we will have a date and time field to schedule the callback!
MISCELLANEOUS -
MISCELLANEOUS -
These buttons will not be used often, but you should know their purpose!
If the caller mentions pricing, we will click the "Pricing" button.
It will populate the canned response shown above!
We will copy and paste the response into the chat and wait for a response!
If the caller asks if we are licensed and insured, we can click the "Licensing" button to populate the canned response shown above!
Simply copy and paste it into the chat before waiting for a response.
CUSTOMER NOT RESPONDING -
CUSTOMER NOT RESPONDING -
After our responses are sent, we will wait 2 minutes for a response. If the customer does not respond in 2 minutes, we will click the "Are You Still There?" button.
This will present the canned response shown above!
Copy and paste the response into the chat and wait for a response.
We can end the chat if the customer does not respond in one more minute.
CLOSING THE CHAT -
CLOSING THE CHAT -
By now, you will have seen several notes on some buttons indicating that a response may be closing.
We have three ways to close our chat!
If we have reached the end of the chat with the customer, either going online to schedule their consultation or deciding to do it over the phone, we will click the "Interested - Goodbye" button.
That will populate the canned response shown above!
Copy and paste the response into the chat and wait for a response.
If the caller ever indicates that they are not interested in proceeding, we will click the "Not Interested - Goodbye" button to populate this canned response.
We will also use this button if the customer does not respond to our "Are You Still There" script after 1 minute.
Finally, we will use this button if we have referred the customer off, such as using the "Minor Household / Handyman Repairs" button.
Remember this button!
This is the "End Chat" button on the client's chat website.
After we have concluded the chat using any method, we will click this button to close out that chat so that no other agents try to handle it.
RESOLUTIONS -
RESOLUTIONS -
After we have concluded the chat, we will need to select the appropriate resolution!
These are our resolutions. Let's go over each of them.
Sent Responses - Finished Chat - We will use this for all chats that have ended without the caller asking for a callback.
Scheduled Phone Call - Now - We will use this if the caller requests a callback, and we do not have to utilize the "Schedule Call Out" button and set a specific date and time for a callback.
Scheduled Phone Call - Later Date and Time - We will use this if we set up a specific date and time for the callback.
Unable to Chat - We will use this if the caller cannot chat.
Dashboard/Website Down - If we were never able to log in or tried to pull up the website and got an error, we will use this option. Make sure to chat in #opquestions if you are having issues with the website before proceeding with this option.
WEBSITE INSTRUCTIONS:
WEBSITE INSTRUCTIONS:
Now that we have looked at the scripting options, we can look at the client's website. Review the following Scribe to find out how to send and locate chats!
Note: If you log in and are not on the screen to send and receive chats, we will need to make sure to click the "Lead Center" button on the top left of the screen.
You can see the button shown here as the headset and chat box icon.
COMPLETION ACKNOWLEDGEMENT:
COMPLETION ACKNOWLEDGEMENT:
Great work! Now you've learned how to handle this account's chat feature!
Please fill out the following Completion Acknowledgement and provide feedback on the material.
If you need further assistance on this account, reach out to your direct supervisor for a follow-up!
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