LiveChat Quiz
Quiz
•
Professional Development
•
Professional Development
•
Hard
margaret garcia
Used 1+ times
FREE Resource
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9 questions
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1.
LABELLING QUESTION
1 min • 1 pt
Label the Most Important Areas of a LiveChat
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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