LiveChat Quiz

Label the Most Important Areas of a LiveChat

b

c

d

a

Enage/Contact Tag

Customer Information

Visible Chat in the Inbox

Area to Respond to Chat

Canned Responses are

• pre-written responses that can be inserted into the LiveChat

• only way to respond to a LiveChat

• can be used in number order

Match the following Canned Responses with their Labels

• Introduction

• One of our trained professionals can come out to your location, perform a full inspection and provide recommendations for resolving and treating the issue, and any of our associated costs as well.

• Closing

• Ok before I let you go, just to confirm someone from our office will also be contacting you to validate the entry of all the information you've given and your appointment.

• Service

• Is there anything else I can assist you with today?

• Sales Closing-Wrap Up

• We are glad you reached us! My name is {{user.first_name}} and I'll be assisting you. 

• Pests

• It is important to remember Mosquitoes can breed in standing water the size of a bottle top. So removing all areas contributing to their harborage is always something we recommend.

Notice if An Incoming LiveChat can be found where?

• In Front

• In Slack

• Both

The First Action to take in FRONT when attempting to field a Available LiveChat would be:

The _______Channel in Slack is where Notification of an Incoming LiveChat will be displayed and requires an immediate response from all available agents.

Match the following LiveChat Front Tags to their Inquiries

• LC-SERVICE

• Used when LiveChat has a program and needs a service appt for ants

• LC-Solicitation

• Used when LiveChat the inquiry states they can drive more traffic to their website

• LC-SERVICE

• Used when LiveChat has a question regarding an invoice

• LC- No Response

• Used when LiveChat Customer stops interacting

• LC-NB Quoted

• Used when LiveChat has been given a price for service, and will call in to move forward

Match the following Front Tags Visible on New Incoming Chats

• ENGAGE

• Requires a Call Out to the Inquiry and then Tag Interaction in Front

• CONTACT

• Means we have missed the Required Response Time Needed

• SLA Breach

• Requires Immediate Interaction in Chat to the Inquiry and then Tag Interaction in Front

If when communicating with the customer in a LiveChat Inquiry it is determined that it would be better to handle on a call, can we initiate to the Customer that we will call them to assist them?

• Yes, Absolutely!

• No, the interaction needs to happen in the Chat Only