LiveChat Quiz

LiveChat Quiz

Professional Development

9 Qs

quiz-placeholder

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LiveChat Quiz

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Assessment

Quiz

Professional Development

Professional Development

Hard

Created by

margaret garcia

Used 1+ times

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9 questions

Show all answers

1.

LABELLING QUESTION

1 min • 1 pt

Label the Most Important Areas of a LiveChat

b
c
d
a

Customer Information

Enage/Contact Tag

Visible Chat in the Inbox

Area to Respond to Chat

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

3.

MATCH QUESTION

1 min • 1 pt

Match the following Canned Responses with their Labels

Closing

Is there anything else I can assist you with today?

Service

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

Sales Closing-Wrap Up

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.

Pests

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.

Introduction

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.

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Notice if An Incoming LiveChat can be found where?

In Front

In Slack

Both

5.

FILL IN THE BLANK QUESTION

1 min • 1 pt

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

6.

FILL IN THE BLANK QUESTION

1 min • 1 pt

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

7.

MATCH QUESTION

1 min • 1 pt

Match the following LiveChat Front Tags to their Inquiries

LC-SERVICE

Used when LiveChat has a question regarding an invoice

LC-NB Quoted

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

LC-Solicitation

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

LC-SERVICE

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

LC- No Response

Used when LiveChat Customer stops interacting

8.

MATCH QUESTION

1 min • 1 pt

Match the following Front Tags Visible on New Incoming Chats

ENGAGE

Means we have missed the Required Response Time Needed

CONTACT

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

SLA Breach

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

9.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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