When customers are using old widget, what should agents do?
(choose correct answers)
Test tuần 19/2024 - AR
Quiz
•
Professional Development
•
1st Grade
•
Hard
Ngan Kim
FREE Resource
10 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
1 min • 1 pt
When customers are using old widget, what should agents do?
(choose correct answers)
Encourage customers upgrade to new widget for benefits such as: optimized speed, new designs, removal of unnecessary features
Select 'Old widget' in issue type when recording OPR
If customers agree with upgrading, carefully not with them the differences between 2 versions. Inform that our team will support them setup new widget until it works properly
Not mention anything
2.
MULTIPLE SELECT QUESTION
1 min • 1 pt
When customer asks for refund, which actions agent should take?
(choose correct answers)
Shopify domain
Invoice/billing which shows charge cycle
Check whether customer is asking refund for the right app - Ali Reviews and right developer - Fire Apps
Ask CA/SA
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Because articles have full information, agents just need to send article links when customers need guidance.
True
False
4.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Agent just starts shift and there are > 5 ongoing and live chats, how to manage?
(choose correct answers)
Inform on Slack and note in chat + OPR to let fulltime know
Proactive to provide waiting time longer than normal + inform customers that you are in high traffic (if needed - do not inform if customer is unhappy)
Just support slower than normal without informing
Ask TS support for basic case to reduce workload + note on TSM that you are in high traffic to let TS team know the situation
5.
MULTIPLE SELECT QUESTION
1 min • 1 pt
When customers ask the thing that you don't know or you're not sure, how can agent support?
(choose correct answers)
Proactive to check on Google if you get any info about customers' questions
Pending fulltime when there is no appropriate answer
Just say that you don't know and ask customers investigate by themselves
Proactive to ask teammate and TS team to know more about the questions
Answer anything that you know about the questions without checking
6.
OPEN ENDED QUESTION
15 mins • 1 pt
Customer said that they approved charge and uninstalled app after 2 hours, but he received invoice for 30-day charge
Please provide full explanation
Evaluate responses using AI:
OFF
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Customer want to export reviews with URL handle instead of product ID.
Ask TS to search and edit URL handle on CSV file
It's n/a feature currently. I have noted your request to product team for improvement in the future
Change export settings on admin tool to URL handle then export again
Ask customer wait then manually edit CSV file
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