Live Chat Quiz

What are the pre-created responses for chat called?

• Macros

• Shortcuts

• Automatic Responses

• Cupcakes

What response time should you aim for on chat?

• 10 seconds or less

• 20 seconds or less

• 30 seconds or less

• No response time

T/F (Busy Queue) If you're done assisting the customer but need more time to place their order is it alright to offer the customer an email once it's done?

• True

• False

What status do you go on to accept chats?

• Invisible

• Online

• Away

What should you do a few times a day after completing chats?

• Go on a long break

• Check new incoming emails

• Check your unsolved tickets

• Check your unassigned tickets

What status should you submit chat tickets to once you've updated the ZD tags and notes?

• Open

• Pending

• Solved

• Hold

What are the best times to check your unsolved tickets?

• A -Before lunch

• B - After Lunch

• C - Before the end of the day

• All of the above

T/F You should never personalize responses on chat.

• True

• False

T/F: You should be editing/personalizing macros responses to fit customer's concern/s

• True

• False

What is the best practice for handling two customers at a time?

• Always double check who you are impersonating

• Log into your resources before you begin taking chats

• Have your training packet ready

• All of the above